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Houston-  They Say, “We Are VERIZON”

A business built on:


These four points are suppose to define Verizon Communications. It is who they say they are.

But… Are they really true to the principles listed at the top of the story when it comes to providing the best in customer service?

In a recent case where African-American News&Issues Chairman and Publisher Roy Douglas Malonson called to get answers concerning his account and service plan.

During the exchanges with customer service, Verizon apparently rolled up its scroll of mission and commitment statements and set aside the fact that the customer comes first.

I am disappointed with the way this situation was handled,” Malonson said. “It was and is a very disrespectful experience. If a man with resources is treated this way, my concerns are for those who have less and few resources. They really don’t have a voice because customer service does not listen well. They did not listen to me so I know what kind of treatment other people are getting from Verizon.”

We believe that thousands of other Verizon customers out there have suffered the same frustration with customer service department and its lack of care that Mr. Malonson has experienced with Verizon.

People Must Understand Who Are We? We are customers who demand better attention to detail to our problem.

Verizon needs to go back and review it behavior with its customers and develop a better understanding of the meaning of true customer service.

The customer: a person or organization that buys goods or services from a store or business.

The second definition is service: the action of Helping or doing work for someone.

In a case where a customer calls and explains a situation or has a concern, but gets bounced around to different persons, different departments and never gets an answer or explanation or apology or correction of the mistake at hand. He or she is suppose to get service or help and that should be the standard.

Commitment to customer service to the highest quality is what anyone should expect who spends their hard earned money for a service? That customer service is very questionable in this case.

In this case, the customer paid the bill and tried to communicate a problem to Verizon about the bill. Now, the customer is trying to get answers to simple questions and an understanding of company terms that threaten to upset his account and relationship with the nationwide cellphone carrier.

When called, Verizon was less than warm about the issues and danced around it talking in circles about the bill in question.

Verizon says “We have work because our customers value our high-quality communications services.”

Verizon promises to “deliver superior customer experiences through our products and our actions. Everything we do we build on a strong network, systems and process foundation. The quality and reliability of the products we deliver are paramount. Customers pay us to provide them with services that they can rely on.

Verizon says : “We focus outward on the customer, not inward. We make it easy for customers to do business with us, by listening, anticipating and responding to their needs.”

Verizon contends they know their products and can explain them to customers. We focus on fundamental execution. We are accountable and we follow through with a sense of urgency. We know that having the highest ethical standards is a competitive advantage.

Did Verizon listen to Roy Douglas Malonson’s request and numerous contacts and call backs in the case of questions about their accounting and bill charge labeling? Did they follow through with a sense of urgency? It is still a living issues not yet resolved by officials.

They not only could not explain the situation, but passed the buck, and acted as though the situation was not urgent or offensive and proceeded passing it to others without being able to give any deadline or resolution date for the matter to be resolved.

Verizon says, “We know teamwork enables us to serve our customers better and faster.”

We are driven not by ego but by accomplishments. We keep our commitments to each other and our customers. Our word is our contract.

The only word for this particular statement is that Mr. Malonson has got no words and no action from Verizon. Better? Faster? Service? None of that has translated into answers for Malonson as to why the situation developed in the first place.

Verizon says: “We know that bigness is not our strength, best is our strength.”

Bureaucracy is an enemy. We fight every day to stay “small” and keep bureaucracy out.

They claim they are more agile than companies a fraction of our size, because we act fast and take risks every day. We see crisis and change as opportunities, not threats. We run to a crisis, not away. Change energizes us. We work hard, take action and take personal accountability for getting things done. Our actions produce measurable results.

If Verizon stood behind those statements, then why is Mr. Roy Douglas Malonson still waiting for answers to a simple question. Why hasn’t the “bureaucracy” that is Verizon stepped up to answer the question and deal with providing a resolution to the problem at hand.

We fully suspect that thousands of other Verizon customers have suffered the same frustration and lack of care that Mr. Malonson has with Verizon.

The bureaucracy it claims is the enemy in this case has taken over. Customer service did run from the crisis and the only opportunity they used was the one that hung up and disconnected the call.

Verizon failed in customer service in this case having violated every aspect of the alleged promises it claims to uphold and keep with every Verizon customer.

Work hard? Taking Personal Accountability? Producing results?

None of those markers were hit or practiced or honored in this case.