Verizon customer service – REALLY?

Two weeks ago, I purchased a Motorola Razr Maxx from Verizon and an iPad. I’m happy with both, but both need some adjusting. Perhaps I would be more correct in saying that the owner of the devices needs some adjusting … or relearning.

In any event, I went into Verizon this afternoon, the same store from where the purchases were made., and asked for assistance. I was told that they now have a new policy:  They would help me if I want to buy a new device or accessory. But, they would need to make an appointment with me for another time if I want to ask questions or get some help about the devices I already own.

The old policy was to wait your turn until a representative had finished with a current customer and was available to meet with you. That seemed fair.

Apple, a much larger store, will put you on their list and you wait your turn. Yes, they will also make an appointment for you at the Genius Bar. And there are many knowledgeable sales people walking the floor who can answer most of the questions I’ve had … and are willing to do so.

This reminds me of the lawyer who plays telephone tag with a client … to the frustration of the client. If you’re not in when the client calls and cannot return the phone call quickly, have your assistant make an appointment. It’s clearly better, however, to take that call on the first attempt if you’re in the office. Failure to connect is still the #1 complaint against lawyers.

Verizon does not seem to get this simple fact of customer relations! Do not let the customer go away angry because you are unwilling to answer his/her questions about the device you sold. Oh, yes, I forgot. They can be as nasty as they want because they have you tied to a two year contract!  Just think what would happen without that contract? I’d be back at AT&T in a heartbeat!

Categorized in: Management, Marketing, Personal Thoughts, Technology