Our retail operation is an embarrassment. Not enough staff so let's extend hours! Perfect!! Now we have less people to help customers for a longer period of time. What sense would it make for Walmart to be open 24/7 and have 1 cashier all day every day? Nobody would shop there!!! Why no sales??? Because nobody wants to wait in hour plus lines! Walmart would do more business if it was open only one day/week but had all 20 lanes open. Customers would know that they would be helped immediately. People could plan ahead. No customer wants to be surprised with an open sign and hour plus wait times. What kind of reputation would Wal*mart have if they ran there business this way?? Well... you are doing this Verizon. And the mismanagement of at home call center people or out sourced reps is just getting worse. So much garbage is being sent to the store from unknowledgeable reps or repeated call drops when customers call in or just plain unresolved problems. Add that to all the system issues and as the saying goes... we are 100% horrible. You are lucky the store reps are awesome people and take exceptional care of your customers to maintain high RIS scores. Don't misinterprete this score and read into it that "Verizon" has a good customer service model and you are making the correct moves because that isn't the case. With each RIS score we clearly tell the customer it is about us because over 50% of customers are fed up with Verizons poor service. Verizon used to represent quality... that time is long gone. We represent excuses and disappointment now.
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100% agree! Store hours for us are now 10:30-7:30 for employees, 11-7 store hours. Those hours suck! Appointment based only and for the people that want to come in to upgrade, we have to try to have them upgrade on their my vz app because they dont want us to do upgrades in stores? The customers are asking us if we will have jobs in a year if everyone is upgrading on line. Hmm, good question! I think they just want all full timers to leave, have everyone p/t, so they dont have to pay us what we deserve! Vzw is crumbling faster then my dog can eat a cookie. Customer service reps are not trained properly and the solution specialist are working 10 times harder for much less $$$! The asm’s are working harder for less $ due to having the gm’s split stores. But yet the asm’s aren’t getting paid more! It’s B/S! The only thing still good about working here is the benefits! Literally!
Or...we do make appointments, but by the time they get in for the appointment all 2 reps are tied up with escalations and calling into cor (most of the time it's an offshore vendor that cannot help us, but will waste 20 minutes before they actually transfer us to someone who can help) waiting on hold for 45 minutes for someone to click a few buttons to fix the system error that happened. In 2.0 or b360. The appointments get all huffy that they had an appointment. Why haven't they been helped. They've been waiting for 6 weeks (really it's 20 minutes at this point). Once we finally get to the appointment. It's been 60 minutes and we get a bad RIS because they had to wait even though they had an appointment.
Here is a solution to this problem Verizon wireless..
let’s hire more people since half of the staff quit because of poor commission pay, oh wait you guys already tried that?whats that ? No one wants to work for a cellphone company that 90% of the quea is all customer service and tech support issues, and the 10% are sales upgrades that don’t pay us . Can’t believe this company was one of the best cellphone places to work for, now they can’t even keep 1 rep for 1 month, such a shame .
It’s funny how in every one of these post there is always someone commenting “if you are busy why don’t you set up appointments” Obviously this person is upper management and doesn’t work at retail stores, or else they would know that YES we DO set up appointments, and many of the times they are backed up all the way until the following week, so what do we do in that case ? make them wait 1hr like all the other customers that don’t have appointments, the appointment system would work great if there weren’t so many customers setting up appointments for “password resets” “billing questions” or just simple non sense that can be answer over the phone. So please stop asking “why don’t we set up appointments” because we do set up appointments all the way till 2 weeks sometimes . Maybe if they would work 1 day at a retail store they would know how it actually is, it’s easy to suggest an idea than actually solving the idea.
I can't believe leadership wants retail to succeed. This $hit show has to be part of a bigger plan to exit retail completely.
If you’re that busy, why don’t you guys set up appointments?
@nxk+1csB7yv8 Verizon let thousands of reps transfer to CS and telesales by choice and reduced head count. The headcount reduction was the single most biggest blunder leadership ever made. All of this was done knowing retail would resume normal hours post covid without pre covid staffing. It’s just plain mind boggling. Now at the cost of thousands of reps health they continue to make poor decisions with nothing in favor of the staffing at the retail stores. This is an absolute crisis and leadership is obviously not taking it seriously. Reduce store hours, temporarily close locations or go back to limiting customers in store and by appointment only. Continually burning out those of us who do show up for work is not going to end well.
Our hours aren’t extending. We will be 9am-7pm instead of 10am-8pm. Are other stores not open for “normal” hours?!
I feel so bad for the retail reps calling in and waiting over an hour to get to my department. I have no idea what is happening on the call center side but it’s definitely crumbling from within.
I like how Urban Dictionary defines Verizon: A phone company that releases your private data to the government without a warrant, in violation of the 4th Amendment to the U.S. Constitution. Well, I guess they have to work incompetence, embarrassment and mismanagement into that definition.