I don't get how they think customer losses will turn around when the workforce is shrinking by 13,000 people, because the math just doesn't line up when fewer hands are expected to fix more problems. It's one of those decisions that looks good on a spreadsheet for five minutes but ends up creating even bigger headaches once the impact hits real customers and the people who're stuck carrying twice the load.
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It's all about attitude. For far too long Verizon has been anti-customer. Culture needs to be corrected by rooting out the rot.
Maybe they'll get smart, and start competing on price? The only wireless carriers that compete on price are the MVNOs. The 3 major carriers all basically don't, and rely on name recognition.