Talk about trimming some fat this makes no sense at all. Too much leadership without the leading. Simple solution would be to increase key holders and make the management ratio 1/4 which is still crazy but a start.
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“ Solution Managers are overpaid greeters” Are you kidding me? First off if you are a Solution Specialist if you ain’t greetin you ain’t eatin! SM’s should rarely be needed to greet anymore..maybe 3 years ago or later but the traffic in retail stores is down so much even having a customer waiting in the que is a rarity. Most SM’s hang out in the back writing up coaching’s based on observations that were never observed. No second voicing , no getting involved...of course not all but most are like this.
Solution managers are Overpaid “greeters”
Yes when you send out a cleaner it produces a receipt ok! The reps send them out as a easy way to take care of the issue, no tech support by doing that, so taking care of the tech issue.
Becuse they are lazy and milking it. Where else can you get paid so well for a bone head retail gig? Wal-Mart? Bestbuy? Target? Anyone? Bueller?
Lap it up retail twerps. This gravy train will be pulling into the station and that station is in Wellfareville. Can't pay for no baby momma or baby daddy with a welfare check or a Wal-Mart job.
Just a thought, what’s holding all the wireless retail reps from pursuing better careers that’s not based off commission. Why not apply to a trade school or college and do yourselves a favor, move on. If you are miserable, you deserve it because you stick around and take the abuse.
So managers fear their NPS would be effected if they tell people the truth that they dont have tech support so the best course of action to protect your NPS is to lie to customers?
Isn't NPS triggered by a transaction? How would telling a customer you dont have techs going to impact NPS is no NPS is trigger as there's no transaction?
Something doesn't sound right
So, store management doesn't want any negative interactions that would effect their NPS score, this is why it is never said, the standard theme is " we do trouble shooting" ! Thus, this double standard is told to the customers so they think we do tech support!70 percent of our store traffic has nothing to do with productivity. It's laughable what's happening in the stores. Verizon has caused this over the years by having everything done at the stores, so since the quote un
quote streamline (layoffs) in the he stores ,even set up at home (content transfer)is not even working , we have people hanging out for 3 hours with screaming kids while their phone content is done over a congested store wifi network. Hangout in a store for a week a see for yourself.
Why cant you tell customers you dont have tech support?
You really don’t have tech support the stores got rid of them 8-9 years ago. Why this continue lie to customers?
It's amazing that non-management employees could oversee the stores and see what's going on in the stores better than what's In the stores now.
These store "management jobs is a job all reps want,The Job description- go to the store and hang out for 8 hours, do what I say never do what I do,very little interaction with customers walking in, never be proactive but react, during weekdays when very slow hide out in the back and never tell customers we don't have tech support in the store. Very little communication with the reps about job advancement. You could write a book pages long. They are former slammer with no retail management credentials, VZW could save millions by getting rid of the worthless time wasters.
On top of that my manager is tasking reps to do their job, scanning in inventory, processing and shipping returns. Laughable!