Anyone else skeptical about these title changes. GM to Manager and SM to Assistant manager. I’ve tried the title out during an escalation and the first thing the customer said was, “can I speak to THE MANAGER, not the assist.” We made it work but the perception from customers is that SMs are now lower on the totem pole.
Their has to be some REAL reason why these name changes happened, not just, “ to align with other companies and the industry”.
Solution Managers are glorified greeters that don't even ask people that come in any qualifying questions just put them in the queue, for example " What phone are you looking for" answer,The Samsung S21+ ,so the customer waits 45 mins to tell them we don't have any and we would have to order it. Customer wonders why he just waited 45 mins. Otherwise, not much help with sales like the past because of staffing issues. Lastly, sorry to say when the GM is off they leave usually anywhere from 2 to 3pm when the other SM walks in. This has been happening at our location since after the holiday season .
They changed everyone in verizons titles not just retail. Stop with this fantasy that everything done is a conspiracy against retail. If they wanted to get rid of you they would, they don't have to play games.
Honestly that's what we were called for years. The real problem was the last titles. WTF is a Solutions Manager anyway.
It is to align with reseller titles
Take off your tin foil hat. It really is to align our job profiles to market.