Thread regarding Verizon Communications Inc. layoffs

Customer Service has to be fixed as priority #1, and the rest is noise...

While the new leadership is focused on cutting, Customer service needs to be addressed as the top priority:

https://www.reddit.com/r/verizon/comments/1oqujew/in_case_anyone_dealing_with_verizon_support_right/

This is just one example. I had a family member have the same issues this week, and cancel Verizon service.

A few things the leadership has to get right:

  • Customer Service #1
  • Ease of doing business with VZ, including intra-VZ customers/services
  • Ki-l money losing businesses
  • Collapse the org chart, and maximize resources in the process.
  • Give employees a reason to be proud and generally happy. I dont think one discount perk will fix that. But, employees have to feel valued!
  • Performance Culture, we expect excellence from employees

Layoffs will happen, but it can't be the headline of the business. or the #1 priority.

#CustomerService #EmployeeHappiness #Layoffs #Leadership #Performance
by Anonymous
| 1014 views | | 8 replies (last November 10) | Reply
Post ID: @OP+1k9f9z355
Comment! It's anonymous!

8 replies (most recent on top)

Cr-p network, cr-p customer service. All this started when work started going to India. You get what you pay for. Welcome to the party. Look at all the cheap value employees they put in place of the leaders that actually knew how to run pre-paid. Just check how value is doing. ;)

by Anonymous
| | Reply
Post ID: @nc+1k9f9z355

Wait, there is a customer service problem? Leaders keep saying we are great at it and that outsourcers are putting up better customer satisfaction scores than us based reps.

by Anonymous
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Post ID: @ct+1k9f9z355

T-Mobile Customer Service is the best! Jon Freier is a maniac about it.

by Anonymous
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Post ID: @c3+1k9f9z355

@a3 absolutely not true. Most customer service issues are related to billing, upgrades, activations

by Anonymous
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Post ID: @a8+1k9f9z355

@OP I've said this since the rumors started flying. If you don't address how we interact with our customers and provide a solid customer experience, people will leave!

by Anonymous
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Post ID: @a6+1k9f9z355

So...I've been with Verizon for maybe 20 years. Customer service has been ok. But you do know there are maps of cell sites near you, and you can actually bring up a dashboard on your phone to see what cell site you are connecting to? I was constantly getting only maybe 2 bars at home, yet I had a cell site a mile or so from my house. I think its in a church steeple actually since I can't physically see it at its location (based on 3 maps). Had a power outage, and WiFi calling that I depending on didnt work after my UPS died that was holding up my internal switch and DSL modem. SO what I wanted as a 5G repeater, Verizon used to provide those in lower signal areas. you can buy them on the open market. What they sent was an internet based (aka wifi) signal extender, that I explained would not work if the network was down. They sent it anyway, and it was defective as it would never connect to my network due to the MAC address was all zeros. Go figure. And a replacement was backordered (never arrived). Now I did have a LONG conversation with CS about the fact I was getting 2 bars, wasn't even 5G and gave them the technical info on the cell site near me, all of the details of the connections, etc. The day my extender arrived, I had 5 bars of 5G. I checked the site, same one I as connected to but magically I now have great service. Full bars at 5G. So I returned the extender. So it seems now and then, you are listened to if you give enough information that a tech can make a change to the site and have a happy customer. Now if Apple would fix the BT on the phone, but thats another story.....

by An Actual Happy Customer
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Post ID: @a5+1k9f9z355

@OP

Customers wouldn’t need customer service if the network wasn’t sh-t. FIX the NETWORK first.

by Anonymous
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Post ID: @a3+1k9f9z355

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