Leadership always wants feedback and says they want to know what's going on... then you tell them how bad 360 is and they just say meh.
It would be great if 360 was the only thing that is bad. There’s a bunch of bad stuff here. And yes, they pretend to be interested in feedback, and then they turn a deaf ear to it. I don’t understand why they ask for feedback at all if they won’t think about it and listen to what employees have to say. Maybe they just want to hear “wow, this is wonderful”.
All of upper leadership should be fired for the creation and support of b360. Flex quote was almost great and now this cr-p. Spent DAYS trying to process orders and DAYS trying to foc them on the backend. Im a sales person.. let me go sell instead of trying to swim through painful systems. Lost many sales because b360
no - they are not. that would require action on their part. they have no idea and or no power to take any. theyve all signed up to just ride it out and make the descent into mediocrity as painless as possible (for them).
Tech support and troubleshooting are two things that we have not been trained on in about a decade. The phones of today are not those of several years ago yet Verizon offers zero training or any type of refresher courses. When a customer comes in and is looking for “ tech support “ I immediately claim I am not trained to do that sort of thing so call tech support. It’s the truth and the reality of it all.
To the previous post below:
A- They were not on the account and just stopped in a store try to take care of the issue themselves because a spoc wasn't available (happens all the time)
B- Cr---y 360 on a tablet errored, again, and we couldn't order cause we have a joke of a system
C- It was a complete one off and the rep messed up and you, Karen, are turning what happened once into an everyday situation.
D- We troubleshoot at the checkin point of the store and due to minimal staffing and the customer couldn't wait for an opening to complete the transaction the customer called in to get hassled by you the tech rep to complete a magic factory reset or some other d-mb process of wasted troubleshooting before you would complete the clnr order instead of just listening to the issue and understanding the situation that a clnr was needed based on what they just told you.
I vote D...
You know what pi---s a customer off. They bring their malfunctioning phone in, store reps diagnoses the issue and says the phone needs to be replaced without fully troubleshooting the phone. Store rep could have processed the clnr but instead tells the customer to call tech support to have the clnr ordered to be told that there is additional troubleshooting that needs to be done. Customer gets pi---d because they were told tech would just order the replacement. If you do this as a store rep, why are you wasting your customers time telling them to call for a replacement that you could order yourself?
We are losing the battle on the front line... once the customer does the research and makes the decision to move to the competition we have lost. The store is the final battleground and we have made it so hard for customers to stay. When they give us that last shot and come to an understaffed store and don't get the immediate resolution they are looking for on the same day they are looking for it then the competition is the only answer. I'm pretty sure Corp analytics is miscalculating the percentage of churn our short staffing creates. It's not just what retail stores sell but it's equally or greater about what we bring back and retain. Corp "money savings" has taken excellence out of Verizon therefore eliminating the reason to stay. Customers don't pay premium for fast food service and automated responses. I am ashamed of our company and now embarrassed to tell people where I work. That alone is sad and pretty much says it all.
so crazy- we are losing customers so quickly and easily and they don’t stop to wonder why