Thread regarding Verizon Communications Inc. layoffs

Retail rep: Waaaaaaah, I have to do so much support, inventory, etc that I cant make any sales.

The solution is you support less of the setup process, no customers to wean off

. Now you see the writing on the wall.

What do Radio Shacks, Borders Books, Verizon wireless storefronts have in common - you'll know the answer soon.

www.thelayoff.com/verizon-wireless

Mr TMobile to Verizon employee, I try and do what you do,however At our location in Suburbia even if you tell them what to do and can't do it the bad nps will get you to the Managers office in quick manner.A few days ago I helped a woman and told her everything came over the Verizon cloud and checked with her that it did, I also explained how to do Samsung Smart Switch if something didn't come over.Well , a half hour later she comes in enraged and tells the incompetent Solutions Manager that her photos were not in her gallery, well instead of showing the woman how to download from the cloud to the gallery, the SM actually did smart switch and made me look bad! Thus the bad NPS.The SM told me she didn't know how download to the gallery(iPhone user) again, it won't work because the front line employees will be told by MGmt to do it.

Having worked for T-Mobile for some time before coming over to Verizon- this is not new. The amount of hand-holding and ridiculousness Verizon reps go through is absurd. When I first came on I was ALWAYS in deep sh-- for how fast I burned through customers (nevermind the fact that customers loved it and my NPS is almost exclusively positive- people have a hard time knocking you when they only dealt with you for ten minutes), and what happened? Verizon started measuring average transaction time. Suddenly I'm an example of good practice, and I'm known for telling people how to do it themselves and sending them on their merry way (by choosing "keep my sim card" during the sale and explaining how to swap them later). Verizon updating its systems to help me do it the way I've always done it is icing on the cake.

And yes, this is another sign of an RIF on the horizon (there have been so many signs). Who do you think will be cut first? The ones that complain about it, or the ones that have been doing it this way for years? Management loves sh--ting on people for being "order takers," but what do you have to be to compete with a website? An order taker. We need to learn about our customers, make suggestions, and close deals quickly, thus combining all of the hassle-free benefits of online ordering with the satisfaction of instant gratification. People want to go to a store and get their shiny new toys right now. They don't want to deal with us.

verizon created this hand holding situation way back with set up and go email testing , in order to make smart phones stick and drive rev we gave customers handys and wiped there baloon knot while they used the bathroom 5 times during the visit...thw I DONT KNOW MY PASSWORD DONT YOU HAVE IT idea is very well the thought process for many store customers , this transforming retail is an absolute piece of shlt ideaby leadership, get your head out of your millionaire cúnts and know customers that frequent stores are clueless ,you are so out of touch with our customers is laughable, i bet lowell would be one of those i dont have a passoword twahts, or maybe that limey dild0

Have not heard a word about this in the southeast as a rep. Is this company wide?

Our customer base tells me everyday they don't want to know and don't give a s--t and you do it or I'll yell and scream and when Mr Manager who just awoke from his nap time or his constant closed door conference calls to justify his job is interrupted, you will do it and like it! Cause I pay my bill ! And by the way I don't use the bill payment kiosk in the store cause you're here and it's your job, and I can't dial IVR and answer the prompts cause you're here and Techs havent been here for five years cause your here. Sorry our customer base do not embrace change LOFL! And think that everything is the same in the stores like 5 years ago cause Mr Store Manager tells them it's the same .

If you go to t mobile, AT&T ,sprint,boost, etc. in NYC they have never set up phones for people. AT&T has been sending out replacement phones for years via telephone. Verizon has created this boondoggle of spending 50 plus minutes with each customer and holding their hands. In our stores when they buy an Apple iPhone they think we made the phone and we know all their personal information not just the "older customers " even the younger ones. It's a Verizon creation that I think Management has never addressed at store level. Again, with such low staffing levels they have finally decided they can't operate with reps spending 50 mins doing this and thus not producing at an exceptable level. what ever that is!

An Asurion program? Dear God.

The $10 “set up fee” was to make no work for experience specialists in order to ease the elimination of their jobs.

This is definitely happening. We are having our 1st Friday meeting around the topic. Our zone has already been allowing reps to talk about it. The system is already up and running. It’s run through asurion.

I think they're serious with this one. Many stores in the northeast are understaffed(proven by the wait times during the iPhone launches) and we were not busy! I want to see these peoples faces when we don't even open the box for them and hand them instructions on how to set it up. . The best will be the ones that come in with unopened FedX boxes and telling you to set everything up just like thei last phone they had ! Store management won't be able to handle it and will tell us to do it anyway. That's why it will fail. Most store management are inept and are scared of bad NPS(anti employee survey)

They threaten to do this all the time and never follow through. Last year we were supposed to force customers to pay us $10 if they didn’t do it themselves. After a sufficient backlash they caved and there we were doing the same BS again. This will last about a month I predict.

I clock in and do the bare minimum then clock out ... and rinse and repeat... retail is dead i hope you people dont have kids and a family with this gig.

this is going to be a disaster, all the kool aid drinkers on webinar whoo hooing how great it will be to make stores obsolete, this is gonna cause a sh*tshow, people that know how to do this stuff are already not coming into stores, the stores are filled with old people who are hand held on everything , in the webinar they say this is what customers want , i call bs , its what verizon wants, customers may want lezs wait times but these are the same customers who dont know how to do anything thus creating the wait times. this process is going to be a complete mess.

They have to prep us during the holiday busy season to do it this way. Think of it this way, the holiday season most stores are at the highest staffing they get at all year and even with that our locations traffic is down. I know I'm not hitting quota even with black Friday and iPhone. So if we are now moving in a direction that requires reps to do even less work its only a matter of time before not all of us are needed.

Although the people making these decisions must not understand how entitled our customers are and they aren't going to just walk away without us setting anything up for them.

Escalation city. I personally don'y care. I'm clocking in for the paycheck and looking for other options. Verizon is no longer the place to be if you want to make a ton of money just gotta find something else. Retail in general is dead