I saw a disturbing video on Break.com today that demonstrates how poor customer service is. This singles out Verizon Wireless as guilty of providing horrible customer service. In the video, a man calls Verizon Wireless 56 times and asked the same two questions regarding data rates to all 56 customer service representatives. Over 90% of Verizon Wireless's customer service agents provided the wrong rates.
Of course, customer service agents are typically undertrained and underpaid, so it certainly is doubtful that all 56 Verizon Wireless agents are to blame for the problem encountered by this caller, and I would imagine many other customers. The problem needs to be resolved at a higher level where companies invest more money and value into the customer service function. As marketers, we are often asked to highlight a company's customer service as a benefit to customers perhaps calling it the best in the industry or better than competitors' service, but sadly, customer service is generally lacking. This video proves that point.
You can watch the video of Verizon Wireless's poor customer service below.
How Much Does It Cost - Watch more free videos
What do you think?
Testing 1-2-3, pardon the dust. You can nuke this comment, Susan. Just wanted to see if you get an email notification about it being posted.
Posted by: Easton Ellsworth | November 19, 2007 9:58 AM | Permalink to Comment