Ok enough is enough. We get it. We are to do whatever we can to ensure the customers leave our stores happy. There are TOO MANY variables that dictate what a customer rates our store. Again ENOUGH IS ENOUGH. I’m not saying our reps need to make $3k or more in Commish a month but when you look at the customer experience, it can only be executed by the employee experience. And when YOU put a commission structure in place specifically the current one, you will continue to decrease store moral. How do you actually expect reps to be motivated and inspired to sell all the wonderful revenue generating SWAG if they’re not being compensated. HOW DARE YOU!!! You have TOP TEAMS nation wide fullfilling what YOU THE COMPANY NEEDS and WORKING SO HARD to ensure every single customer leaves happy and yet because a customer leaves an 8 score the store loses money but YOU continue to generate. How dare you. This is disgusting. No wonder employees are leaving the retail channel or the company in general. FIGURE IT OUT AND QUICK!!!!
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I support staying in retail because there are far too many breakdowns and pain points between the company and customer once the human touch is broken.
The current customer service sux terribly as compared to previous. It is disgusting to have to play text 'what am I thinking?' with online chat assistant bots instead of live people - who are not in India! Why is that so hard to understand in the C-suite?
Customers as a whole never seem to be outraged or angry when waiting in wireless stores. There is a genuine buzz. Customers talk well in public about their interaction with FiOS techs. But no one has a good story to tell of having to MacGyver through countless screens bots, or Indian service reps reading from a company script, but supporting many companies for next to nothing per hour.
That SWAG bonus is very insulting. SWAG is for marketing or recognition, but this build as a bonus. Insult
I would love to see Verizon get out of the retail business. I have been advocating for it for a long time now.
OP is correct.
Maybe now you realize there is a wireless whining site elsewhere.
Maybe now you realize why we picketed outside wireless stores in 2016…..we are on your side….join us