Truly reminiscent of the Verizon Wireless lackluster customer service trend, I visited a store today -- my Blackberry decided to stop accepting email -- and was once again met by their misguided efforts. When I walked into the Lone Tree, Colorado store, I was immediately greeted by a woman who wanted to "sign me in." I hadn't made an appointment so I thought signing in was odd; it seemed like a spoof of the Apple Store appointment policy.
Once I got signed in, I waited for 35 minutes while the woman who was already being helped when I arrived solved her phone issues. While waiting, I noticed the ridiculously obvious and numbers-driven setup of the personnel: 4 salespeople, one person to tend to displays, and one tech. Despite the fact that not a single person was in to shop and 4 or more were there to maintain, the responsibilities don't change. There are quite a few ways to solve this, two of which are obvious: A) even out your number of techs and salespeople, or B) train your staff to be more flexibly positioned.
Verizon has a lot to learn and it's unfortunate that so many mobile users stick with their account out of immediate convenience and familiarity.
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