How do you all think that’s going to go over? We’re hearing the new process to shorten wait times is to just not set phones up anymore. What impact do you feel this will have on the company? Where’s retail headed?
12 replies (most recent on top)
The brown box still walking in the doors but inside something different, instructions on how too set up and transfer. But the customers still walking in wanting to set up phone. WHat is up with these customers. Never have I see such useless people in my life.
thelayoff.com/verizon-wireless
You're all fabulous at missing the point. They do it because they've been enabled for years. What do you think is going to happen when we flat out tell them we can't? And that's more and more often true. Apple has ramped up account security to the point where there's literally nothing we can do that the customers can't. Google is heading the same direction. If you have a customer that presses the point, you can sit them down somewhere with their instructions while you help somebody else.
Worst case scenario, they get pissed. Then what? You get a bad NPS score? Excuse me while I weep. You're not going to get fired for a few bad NPS scores for doing what Verizon is telling you to do. You think the customer will leave Verizon? For whom? T-Mobile? Guess who led the way in this new retail experience. AT&T? Have fun with that. They won't go to Sprint. They can't go to an MVNO because there's literally zero physical presence there.
People will get salty. Then they'll get over it, and realize it's easier now that they've been forced to press a couple of buttons.
Or, whatever. Maybe a bunch of reps know how to run a fortune 500 better than anyone and the sky is falling, this is the end of retail, we're all getting fired. Woe is me. Drama. Tragedy. Vive la theatre.
People aren't smart enough to open a FedEx box and swap a SIM out or call the IVR to program there phone. They don't read the directions to do this, what makes anyone think they will transfer.there own stuff. Besides customer care will continue to tell people to come in so we can transfer there crap...smh
Yea, we have people from best buy , Costco and even resellers come in so we can transfer their stuff. I agree most would rather sit for 3 hrs in a store than do it themselves.
Last post is bull....we service people all day long that order online and show up in the store for us to transfer their crap. People are lazy, they flat out say, it's easier for us to do it for them. We have peop le sit in the store for sometimes 2 hrs waiting for their crap to transfer, and they would rather wait than do it themselves.
There are so, so many ways for customers to do this stuff themselves. The advantage of retail is that a customer can come in and get their hands on a device and walk out right then with that device if they so please- except that's not the perception of retail. People hate the retail experience. Nobody wants to spend more than ten minutes in a store, and the average transaction times through 2017 are, what? 50 minutes? An hour? Has anyone considered that traffic is down in our stores because online options are preferable to the stupid, old, broken system of retail? What if we could guarantee customers that they can have all of the simplicity of an online order, with guided assistance as needed, in a retail store- and have them walking out with their new devices in fifteen minutes or less? Do you think that people might consider choosing our stores over the website going forward?
Get in, get out, get on with it. Welcome to the 21st century. I suggest you get on board.
Set Up And Go made sense when it was just email and contacts and people were returning devices because they couldn't figure this out on their own. Now everyone has a smartphone with all kinds of content on it that they are too lazy to transfer on their own and want employees to do it because they "did it last time". Verizon set the precedent and now customers need their hand held for everything and feel they are entitled because they "pay a bill every month".
Just close the stores ! It's 2017 there are so many tools for these people to use, it's getting old when you see at least 10 people a day walk in carrying fedex boxes, even when you take a sim from 1 phone to the other and hit restore from cloud or calling the IVR phone number for them! Yes they will not even dial the number even when your standing with them, they won't even answer the prompts, it like helping helpless children, this has been going on for years when the stores had 35 to 40 employees on staff, today many stores only have 10 to 15 solution specialist s(LOL) thus the store management staff is running the store like they have 40 employees, They are totally hands off or hiding in the back.Maybe it is time to call CWA just to give the staff what their job description is. It's fine that Management tells us to help everyone and we do! But mixed messages like set up @home with high quotas to make, it goes on and on.
Had a lady yell at me because we don't do that anymore.... The wrath is coming. However I'm fine with no setup
Where the hell yall been lol. Been going on for better part of the year
I'd think that people go to the stores when they need the help.