Recently I received a survey with some glowing comments about how well the transaction went. I worked with the customer for well over an hour making sure all of her content was transferred. I did a plan change because she did not know about the 55 plus offer. She left smiling and happy and thanked me before I could thank her. She wrote a paragraph of nice things but the last part is what takes the cake : “ Although I had the greatest experience ever in a Verizon store the clerk did not offer me anything to drink or eat as we waited for my stuff to move from the phone ,you should have food available if we are stuck in the store for hours”. Rating was a 4. Trust me expectations were set. I give up.
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So we had a team huddle yesterday and the Sm was talking about setting expectations for customers .She said before transaction tell about touchless and that because of the situation (pandemic) that we don't do phone content! I guess for people who want us to do it will leave? By the way most dont and will still give you a 1 on the survey. Well, one hour after we opened we had a customer with a pixel,who had an appointment by the way come in for content tranfer(I thought we dont do it?) So she lets him in i connect his old phone to pixel and 2nd screen transferred! So can you imagine a customer seeing what I was doing and the rep got a bad survey. It like sailing in a rudderless ship in the ocean no one is on the same page! Everyone for themselves!
@3rby+16Anc8Kp. True but we are not talking thousands of dollars here. The spread is basically a $300-$400 swing from bad to good RIS. What s—s is that the smaller curbside/ by appointment only stores will end up making more commission doing a lot less work. The new team commission is skewed based on the type of store you work in.
You mean nobody loves waking up in the morning and playing "guess what my commission is today"? It's like a gambler's high.
@3xbb+16Anc8Kp. 100% good observation. The company has gone from “ set up and go “ to “ set up later “ in the last few years. The majority of customers want and expect us to do content transfers. As long as there are retail stores this will always be the expectation. The survey scores speak volumes about this. Last year 40% of all negative surveys include comments about not getting help in the store with transfers, If Verizon is so concerned about RIS and the customer experience then why is what matters most to a customer not our #1 focus? Yes we have digital tools and things to help the customer do it themselves but most are not comfortable doing it that way.
if we don't transfer content, if we can't help a customer with all their needs, why do they need us????? just saying. I know we want to be safe, but I think to myself, if we are just handing the phone to the customer, what exactly are we needed for?
I feel everyone’s pain regarding the surveys. Recently I was hit with a rating of 1. Customer comments “ It was uncomfortable from the beginning as I was made to sit in these hard chairs that looked like they belong in a bar. The representative could not look up my Apple name and password so I got none of my stuff.” I discussed the survey with my manager and his typical canned response was that is why the expectation is only 80% because of surveys like these.
I feel everyone’s pain regarding the surveys. Recently I was hit with a rating of 1. Customer comments “ It was uncomfortable from the beginning as I was made to sit in these hard chairs that looked like they belong in a bar. The representative could not look up my Apple name and password so I got none of my stuff.” I discussed the survey with my manager and his typical canned response was that is why the expectation is only 80% because of surveys like these.
Just got a 2 on the survey the verbatim was " rep was great but he didn't do phone content"" I told the guy about touchless and the only way to get content was by input his Gmail account! And it would activate on his number when turned on .I reinforced this 3 times and showed him twice. you just can't win with these surveys ( ive had 9 and 10 scores all month) this 1 score brought the store down 3 points Thanks for it being that heavy weighted.
This company put up a good front for awhile but we can all now see it was a ploy to make VZW look good , not protect us that are in stores. In my state the virus is getting worse daily, yet we are letting more people in store and expanding hours , all in the name of the mighty dollar, this company could give a c-ap about protecting us, they are only about protecting themselves.
@1pav+ we are not talking about length of time with a customer. We are talking " crowding " in a smaller retail store and how thar effects safety for everyone in the store. So please get on the same page as fellow front line people who don't think that whats going on in Verizon stores is safe. The managers at my location have abandoned the front door and smile and look away as a family of 4 is at my station and walk around like nothing s going on. So time that with 5 plexiglass stations so you've got 20 people in the small phone stores before you know it! Crowding and safety are the issues thus reps that spend 2 hours with customers is helping to make the store not safe.
RIS surveys and metrics shouldn't even be a discussion right now, we are still in a pandemic!! Discussions should be about safety
And for the love of God, can the directors and their shameless sheep following DM's stop saying "we owe it to the company for everything they've done for the employees". Everyone saying that, you do know that doesn't motivate us reps
I live in Mississippi, where our healthcare options have often been identified as that of a 2nd world country PRIOR to the pandemic and is very stressed now, where political beliefs heavily influence the spread of the virus because people don’t want to wear masks or practice social distancing, and where a huge majority STILL BELIEVE THE VIRUS IS A PLOY TO MAKE THE PRESIDENT LOOK BAD. On that note, customer abuse is at an all time high. To add salt to our wounds, we have employees that refuse to wear masks as directed, allow customers in without masks, and blatantly disregard the 1:1 ratio after being repeatedly told to do so. In one store, we have a tenured employee that has been experiencing panic attacks in the bathroom because the team often disregards safety protocol in attempt to salvage surveys. We also have team members that have contracted the virus themselves and/or lost family members to the virus, and have to constantly hear customers arguing that it (the virus) isn’t real.
These are trying times. Morale is low. The least Verizon could do is persuade employees to do the safe thing and start considering it insubordination when employees blatantly defy safety protocol. I’m empathetic to the company’s attempt to bring the frontline back to some sort of normalcy, but a blanket approach to this particular problem is not only promoting unsafe behavior, but, exposing employees to more customer abuse than ever. I can deal with a bad survey, but asking me to deal with a customer yelling at me without a mask on because I won’t transfer content or am trying to verbally walk them through tech issues (instead of touching the device), or promoting 1:1, just to have another employee step in and do it is something that the company can and should correct. After reading posts on this page, I’m disappointed to see the 1:1 thing is not being enforced everywhere. We had a misunderstanding about it when capacity was raised and started allowing more customers in, to be swiftly corrected. We either need a new survey or some sort of forgiveness on them because it is impossible for employees to find a middle ground on how to approach the metric. Touchless transactions are a wonderful option, and I have seen very little pushback from customers, it seems to all be from employees. Verizon hires a lot of talent, and there are more creative and innovative ways to approach this issue, and employees need to stop dumbing themselves down by relying on old solutions to new problems. Also, look after each other. This doesn’t have to be an us vs them thing.
I work in a store where I will gladly spend an hour with each customer just sitting there relaxing and waiting for a transfer to finish. Why wouldn’t any rep want to do this now ? They messed with our money now it’s time to return the favor. Work as slow as possible and pretend that you are truly an advocate for the customer. The s—er reps are the ones processing 4 transactions an hour to my one. Thanks for looking out for the team brah !
VZ for many years didn't think the uncarrier was a serious contender & knew they could keep the status quo going in the battle against AT&T, giving more & charging more because they offered more than #2. Well T-Mobile shot up and VZ is scrambling now, thinking they have no choice but to really cut costs (and of course service)... that goes completely against the "value added network" that customers have come to expect. & why they were willing to pay more. Actions are just going to make VZ bleed customers even more quickly.
Why are you and why are your managers allowing you to transfer content at all? In my store, there is no content transfer ever no matter what. Keeo yourself and everyone else safe. Our RIS is over 90 for the month. Don't be afraid to say no.
Verizon has babied their customers for years and now they are trying to cut back on everything in the name of "convenience" our customers are used to a certain level of customer service and cant handle the fact that they need to do things on their own. Its like trying to take he–in away from a he–in addict. Good luck with that Verizon.
First of all why is a customer in your store for a 15 min transaction for over an hour?first reason that survey is making you do things against safety
of others in the store! Sorry but you're part of the crowding problem happening in Verizon stores at this time. Its happening at my location also. For example yesterday we had a family of 4 in our stre for 5 hours, yes 5 hours!(porting issue) We have a rep in our store thats just clueless about rules safety etc. He's helping a woman by the phones not at plexiglass station touching every thing wandering around? He goes in the back to play the ' quota tool game" and adds a watch 3 hours later she leaves because he set up the watch and phone content So these people are given chairs to lounge in? Brought from the back against company guidelines on how long the customer can stay.The managers have abandoned the front doors and the sign at the door asking people to wait is not being even looked at. So again store managers are letting this take place. And the crowding will get worse once hours are expanded in September. There seems to be no direction or adherence to rules in the store making them unsafe! I'm thru talking to management about this crowding everyday! In my state I would feel more safe in an indoor restaurant with tables six feet apart or a ball game outdoors ( both closed in my state) than being in a small phone store with the crowding. I'm so disgusted I'm thinking on calling the goverors office and tell them what's happening?
That is why we don’t transfer content