Houston- They Say, “We Are VERIZON”
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 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.
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.”
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.