Thread regarding Verizon Communications Inc. layoffs

@X1hn9eC-obo I work in customer care. I have brought up the issue with stores not helping customers set up their phones and have been told that retail is supposed to assist if the customer requests you assist them. Initially it is expected that you pitch set up at home, but if the customer gives push back you are supposed to assist them. This is why care is sending the customers back to the store for assistance. There is only so much we can do with a customer over the phone.

Y'all complain that you have no customers anyway so why does it hurt to take 15 minutes to get the customer started? It's part of building a relationship with that customer so they will buy more from you, come back to you when they need something else again in the future etc...but I guess you would rather kick them out of the store as fast as you can before they realize that you slammed them with a bunch of garbage they don't need like him, tablets, accessories they will never use, all while telling them that they're free.

Customers are not lazy and don’t want to be bothered, they are literally confused on the process of setup and look to stores as experts to help them and provide the service they would assume a premium price affords. Read the feedback from seniors and regular folks who lost their pics and contacts because the smart setup didn’t work like the rep said it would. So you take a loyal customer in for an upgrade and treat them like an inconvenience. Bet you slammed some TMP too.

Why would anyone go into a store to buy a phone these days?

For the guy that thinks setup was made smarter....come stand in a store where EVERY customer is given several different avenues to set up a new device or transfer data from an old device to a new. I agree, this is a pretty easy process, the problem is the consumer. Customers do NOT want to be bothered with this. They would rather sit in a store for two hours waiting for I cloud to transfer their c-ap than do it at home, people are lazy,most don't even know their user names or passwords, even if they do, they want us to move their c-ap, the company needs to realize they can't have it both ways, if we turn these customers away, NPS scores will drop, they already are but the company is holding us responsible for this, if I give the customer every option we offer to set up and or transfer their data and they don't want to do it, we as reps then receive a low NPS score, we as reps are questioned as to why the customer gave us that score, even though the customer states right in the survey that they are upset that we will not help them. So bottom line is the rep once again is paying the price for the dolts that come up with these mo--nic ideas, if you want higher NPS scores for customer service , you need to provide customer service, not take the customers money and send them on their way, only to have them return ( after they have already left a bad survey ) because customer care sent them back into the store for us to transfer their c-ap.

You can't spin a metaphorical cat around this board without hitting a store rep yowling about trials and tribulations helping customers set up phones. The growing simplicity of cellular setup is not about Verizon. Nobody is wiring up Mobile Office kits to flip phones anymore. Setup was made 'smarter' and the solution is sandbagging?

When people rode in wagons there was a profession called 'wheelwright'; what do you have your horse hitched to?

The company is in a state of confusion and you know who the authur of confusion.. You need to pray and ask GOD for protection and guidance so he can direct your path.