Why most Verizon Sales reps come off as jerks....
The answer is very simple, IGNORANT CUSTOMERS
Ive seen a lot of posts complaining about Verizon reps coming off as rude or arrogant, well IMO, customers have a lot to do with this, here is my small list.
1. People treat the wireless industry different then other companies. Ive never seen someone drop there TV in water and go back to Best Buy and demand a new one because its not working. Ive also never seen someone smash there car into a tree and take it back to the dealer with no auto-insurance and demand another one. Its quite absurd the way that customers act. Ive been a customer at Wal-Mart for years, this does not however entitle me to free things. Customers act like complete fools when they come into Verizon locations.
2. Commi...
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Ive seen a lot of posts complaining about Verizon reps coming off as rude or arrogant, well IMO, customers have a lot to do with this, here is my small list.
1. People treat the wireless industry different then other companies. Ive never seen someone drop there TV in water and go back to Best Buy and demand a new one because its not working. Ive also never seen someone smash there car into a tree and take it back to the dealer with no auto-insurance and demand another one. Its quite absurd the way that customers act. Ive been a customer at Wal-Mart for years, this does not however entitle me to free things. Customers act like complete fools when they come into Verizon locations.
2. Commi...
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You know, perhaps familiarizing yourself with these tasks and working more efficiently to resolve them could be helpful. I always hate getting calls that begin with, "I'm calling from one of your stores..."
Or, better yet, getting a call that happens to be from a store rep. Really, it doesn't take long to analyze a bill, and I've had plenty of store reps call me to diagnose very simple billing issues.
Also, your post really does make sales reps seem like jerks. Mission accomplished.
Or, better yet, getting a call that happens to be from a store rep. Really, it doesn't take long to analyze a bill, and I've had plenty of store reps call me to diagnose very simple billing issues.
Also, your post really does make sales reps seem like jerks. Mission accomplished.
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It's all about empathy. I've performed both of your jobs and neither is easy quite frankly.
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Well having spent ten years in wireless, I certainly understand where you are coming from. However, since I was subjected to reading your rant I do have a response.
"1. People treat the wireless industry different then other companies"
Sadly consumers do have that flea market zeal when dealing with wireless sales reps. They have been pampered for years. What do you really expect?
"2. Commission.Verizon Reps work on commission"
Yes, but not straight commission. The hourly portion you collect is for things like customer service.
"3. Pay attention to your bill."
Again, your hourly pay is for things like this. Comparing this to an electric bill is unfair. It would be almost impossible to have a spike in electrical usa...
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"1. People treat the wireless industry different then other companies"
Sadly consumers do have that flea market zeal when dealing with wireless sales reps. They have been pampered for years. What do you really expect?
"2. Commission.Verizon Reps work on commission"
Yes, but not straight commission. The hourly portion you collect is for things like customer service.
"3. Pay attention to your bill."
Again, your hourly pay is for things like this. Comparing this to an electric bill is unfair. It would be almost impossible to have a spike in electrical usa...
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Wow, you guys are so far brainwashed, you sound like a company handbook. Why do you think verizon stores are getting at minimum 4 self service machines? Those computers are there so customers can perform tasks such as changing there price plans, switching esn's, analyzing usage, ect. Its pretty sad when customers will wait in line for 20 minutes just to pay a bill. And the hourly rate you make is for all the time you spend with a customer who doesnt buy from you right away, as well as doing trainings, stocking, show its, ect. And there is a small percentage of customers who are not completely stupid, so i know it can be done. Its funny that a call center rep would be the one speaking out. I cant tell you how many times store reps have had to...
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I don't even go in anymore to Verizon corporate stores. At least here in NY I had bad experience with their so called 'tech support'. Most of these people have no idea what they doing. I rather deal with customer service over the phone or tech support. And yes I use VerizonWireless.com to order phones, pay bills, etc... And most of the time they know what they doing and are very helpful.
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While I wait for Azeron to write what will surely be a masterful response to this point, I will take the liberty of mentioning that he had the good sense to get out of this business, plus he worked both in a store and on the phones. Azeron, in my opinion, based on the years I've been reading his posts and responses, is FAR from brainwashed.
If Azeron is brainwashed, then count me in that group, because I have a much better sense of what he stand for than you do, and I agree with much of what he says.
As for your original post, I will craft a response to your comments in short time, so if you reply to this message, keep it on the subject of Azeron's remarks. You'll get your chance to dig into my words soon enough.
If Azeron is brainwashed, then count me in that group, because I have a much better sense of what he stand for than you do, and I agree with much of what he says.
As for your original post, I will craft a response to your comments in short time, so if you reply to this message, keep it on the subject of Azeron's remarks. You'll get your chance to dig into my words soon enough.
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They are putting self service machines into stores because long term it will save them money instead of hiring expensive employees like yourself. I'm fairly confident that brick and mortar stores will be close to obsolete in the next 30 years with technological advancements and fierce competition in online pricing.
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Cell phones will be sold out of vending machines you pick your plan, phone and contract and swipe your card. call a pre selected phone number to activate your phone, and presto, no idiots needed to sell a phone...
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Plus, self-serve screen bitch less and don't act like they're God's gift to the company and shouldn't be doing the work.
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I would say thirty years is extremely conservative. In thirty years I could teach a Neanderthal to use a computer to purchase online. I m sure we will be able to teach the average consumer in half that.
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So it's not just having a bad day apparently. You are like this all the time? How do you make money. I spent eight years in retail and two in call center and am not in the industry and am anything but a Verizon fan. Try again. When you get to the part where you realize I believe in treating others the way I would treat my mother even if she did ask dubious questions are have an attitude you will be there.
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You could dig ditches for a living but you don't. You CHOOSE to be in this industry. You CHOOSE to work in a air-conditioned/heated building with breaks and water coolers and discounted service and benefits.
18 year veteran here. The way it changes it with YOU.
18 year veteran here. The way it changes it with YOU.
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Replace Verizon with any carriers sales reps and ou'll be more accurate, but remember the customers don't know everything, that's why they come to us, I hate stupid reps that mess up accounts a lot worse than stupid customers, cause the reps should know better (but sadly often don't)
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I've worked in commission based sales for quite some time now and have come up with several conclusions.
1. All customers are ignorant.
2. The worst to Mediocre salespeople are not people that you want to do business with.
3. The best employees in any sales job will figure out how to overcome the mundane and rudimentary aspects of the job without taking it out on the customer.
1. All customers are ignorant.
2. The worst to Mediocre salespeople are not people that you want to do business with.
3. The best employees in any sales job will figure out how to overcome the mundane and rudimentary aspects of the job without taking it out on the customer.
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Post like this feed into the customer's paradigm that reps are not helpful and don't care. I, for one, do care. What you have posted does not fit the Verizon credo.
Drink the cool aid aka tall glass of stfu, or work where you enjoy working. You do not represent Verizon Wireless.
Drink the cool aid aka tall glass of stfu, or work where you enjoy working. You do not represent Verizon Wireless.
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Mossberg, is that the guy doesn't even work in sales. Dude works in a call center.
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If he feels that way about his job. He will need to adjust, or it will drive him crazy. Leading to him quitting, or being terminated because he is a jerk to
customers. 🙄
customers. 🙄
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as a call center rep for another carrier, his frustrations are very real, but lets hope he deals with it in a different manner when talking with them...lol
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No. It does not represent the Credo (many things in the Credo are not fostered by employees but that is another story) but hell this guy's rant does not even represent common decency and respect. What I want to know is how long has he been an employee and is he about to be PIPed out yet?
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My advance apologies to all about the length of this response. I had to break it into two parts, due to the power of my own long-windedness.
-Epik
The answer to your question is so much more complex than "ignorant customers."
Part of what makes a sales rep come across as a jerk also comes from a sense of entitlement on the part of the sales rep. As that person is often the first line of interaction with the company. Their success mirror's the company's success. There's nothing humbling about that thought, and as such, many reps feel entitled or more important that they really are. They bring success to the business, and as such, respect is owed to them.
Initially, I thought your post was just you letting off st...
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-Epik
The answer to your question is so much more complex than "ignorant customers."
Part of what makes a sales rep come across as a jerk also comes from a sense of entitlement on the part of the sales rep. As that person is often the first line of interaction with the company. Their success mirror's the company's success. There's nothing humbling about that thought, and as such, many reps feel entitled or more important that they really are. They bring success to the business, and as such, respect is owed to them.
Initially, I thought your post was just you letting off st...
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[Continued from Part 1]
To your second point, yes, you work on commission. But if you're like me, you work on partial commission. The company will tell you that you're paid a base salary to handle the other aspects of your job. I'm going to tell you that I don't believe that.
When I started with Verizon, I was fed the line about base salary being for my non-commission work. I believed it, too. And six months down the line, when they asked me to do more non-commission work, I did it. A year down the line, when they asked for more, I did it, too. Every time I was asked to do more, I did it. But after a couple years of this, I started to realize that the company was dumping more and more on me, but not dumping more and more...
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To your second point, yes, you work on commission. But if you're like me, you work on partial commission. The company will tell you that you're paid a base salary to handle the other aspects of your job. I'm going to tell you that I don't believe that.
When I started with Verizon, I was fed the line about base salary being for my non-commission work. I believed it, too. And six months down the line, when they asked me to do more non-commission work, I did it. A year down the line, when they asked for more, I did it, too. Every time I was asked to do more, I did it. But after a couple years of this, I started to realize that the company was dumping more and more on me, but not dumping more and more...
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Thanks.
I'm sure it's not everyone's read, but I try.
I love how he called YOU brainwashed. Menno and I had a good chuckle over that.
I'm sure it's not everyone's read, but I try.
I love how he called YOU brainwashed. Menno and I had a good chuckle over that.
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Seriously. It was so ludicrous that I did not even get upset. I was more puzzled at the accusation than anything. I am still thinking about the tech rep I defended for giving the info about eschewing the data plan. I was definitely not in the company's good graces on that one.
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Excellent as well.
One of my mentors, who is a Regional President for Go Wireless, has a wonderful expression. "It is good to be the king". It was most often coupled with something with which we did not agree but frankly had zero control as to whether it could be changed.
Verizon Wireless is the king. AT&T, if you work or own agent stores there as I did, is the king. We can bitch and complain or we can pick our battles. The wireless industry is far from perfect but most days the good outweighs the bad.
If you really can't handle the service demands of this industry and have no desire to learn to turn the frustrated masses into loyal returning business then Alec Baldwin says it best in The Departed
"The World always nee ...
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One of my mentors, who is a Regional President for Go Wireless, has a wonderful expression. "It is good to be the king". It was most often coupled with something with which we did not agree but frankly had zero control as to whether it could be changed.
Verizon Wireless is the king. AT&T, if you work or own agent stores there as I did, is the king. We can bitch and complain or we can pick our battles. The wireless industry is far from perfect but most days the good outweighs the bad.
If you really can't handle the service demands of this industry and have no desire to learn to turn the frustrated masses into loyal returning business then Alec Baldwin says it best in The Departed
"The World always nee ...
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So all you have besically said representing VZW, is that you DO NOT CARE about the customer, and all you want to do is make money.
Were I a potential customer thats how I would read that. And that actually confirms what I have thought for years. From mystery shops, to competitive shopping, to helping my friends get phones. It must trickle down, because for a while I knew a District and a Store Manager and they both were pricks.
Now you should get into used car slaes because that would be a perfect fit for you and your way of thinking. If you think you got it made now just wait for those sales.
I just want to thank you from the bottom of my heart that you have shown us a little insight on what VZW really is...
Were I a potential customer thats how I would read that. And that actually confirms what I have thought for years. From mystery shops, to competitive shopping, to helping my friends get phones. It must trickle down, because for a while I knew a District and a Store Manager and they both were pricks.
Now you should get into used car slaes because that would be a perfect fit for you and your way of thinking. If you think you got it made now just wait for those sales.
I just want to thank you from the bottom of my heart that you have shown us a little insight on what VZW really is...
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I'll be honest I had an oppertunity to work in front line sales with VZW, and if I had I would have turned into this person, and would have had this mentality. I'm very glad I didn't.
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I would agree, the turnover at the location in my town has different employees almost every 6 months...
I can understand his frustration in this matter because all sales professionals go through something like this, but you also must understand it does come with the territory. Its part of your job to earn the customers business now and in the future, if you set the proper expectation in the begining and do a complete sale and explain everything then most of these issues never arise.
Its not only your job to sell them products and services but to sell yourself (fail) and everything else.
I can understand his frustration in this matter because all sales professionals go through something like this, but you also must understand it does come with the territory. Its part of your job to earn the customers business now and in the future, if you set the proper expectation in the begining and do a complete sale and explain everything then most of these issues never arise.
Its not only your job to sell them products and services but to sell yourself (fail) and everything else.
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Don't believe everything you read. I'm sure if you had the opportunity to walk into any of the stores that house the logical, decent reps, you'd have a different perspective.
By ignoring the rest of the posts, and immediately jumping to this conclusion leads me to believe you already had a bad taste in your mouth about either VZW or VZW sales or even Salespeople in general and were just looking for some justification.
Humans, for the most part, suck. This is a fact of life. You just have to find the ones that suck the least.
By ignoring the rest of the posts, and immediately jumping to this conclusion leads me to believe you already had a bad taste in your mouth about either VZW or VZW sales or even Salespeople in general and were just looking for some justification.
Humans, for the most part, suck. This is a fact of life. You just have to find the ones that suck the least.
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Just wait a second here...
I had VZW service back in 2002 had no issues with them what so ever, they even went above and beyond a couple of times espically for some really tough issues and came through. I have no issue with them as a company what so ever. What i have an issue with is the mentality of the Reps, which is what the post was about. As of recently as pointed out in other posts some reps get this tunnel vision that they have power. That is what i am refering to. When the rep says I dont care, all i want is to make money is my issue. If you take care of the customer the customer will continue to come back to you and you will reap the benifits...
I had VZW service back in 2002 had no issues with them what so ever, they even went above and beyond a couple of times espically for some really tough issues and came through. I have no issue with them as a company what so ever. What i have an issue with is the mentality of the Reps, which is what the post was about. As of recently as pointed out in other posts some reps get this tunnel vision that they have power. That is what i am refering to. When the rep says I dont care, all i want is to make money is my issue. If you take care of the customer the customer will continue to come back to you and you will reap the benifits...
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The point is: This guy is not representative of most sales reps and certainly not a successful one. He won't last long with that attitude.
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Nobody takes responsibility for any of their actions anymore, so why would wireless be differnet?! I used to work in wireless and walked out one day, I could no longer deal with stupid douche bags who expect everyone but themselves to take responsibility. Its always someone elses fault. I used the same analogies (walmart, car) and it absolutley amazed me how many people STILL did'nt get it. I quite frankly have just about given up on society.
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We all get it, especially epik. You reply to him in a "thank god I am not alone" method yet HE quit.
Epik, menno, me, etc. have said virtually the same thing. We agree but it is how you handle it if you wish to make a career out of it. If not then just walk and find another job.
Epik, menno, me, etc. have said virtually the same thing. We agree but it is how you handle it if you wish to make a career out of it. If not then just walk and find another job.
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My neighbor came over with her brand new LG Octane that she bought online from Vz's website. I helped her set it up (I'm sort of a known cellphone geek and I do NOT work in wireless). We could not for the life of us find Backup Assistant on this phone. After checking all the usual places it should have been, I called customer service and spoke with two different techs; neither of them could find it. They decided it was missing from the phone when manufactured and told me she would have to take it to a store and have them swap it out for a new one. I thanked them and hung up. She's disappointed but hey, things happen. I go home and she calls me back a half hour later. Verizon called her back to tell her they had located the app and told her h...
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I've had similar experience with an AT&T CSR going above and beyond. There are good reps at all the carriers. Usually there are just as many if not more bad ones. People expect to have good experiences so usually they do not give it a second thought. It is when they have a bad one that they never forget it.
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Azeron said:
People expect to have good experiences so usually they do not give it a second thought. It is when they have a bad one that they never forget it.
And there we have it. In those two last sentences, the key to successful customer relations.
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I've worked in the wireless industry for about three years now, and I agree with others like epik. I will add to those statements with the following:
The largest problem with negative rep attitudes didn't start with the customers, or with the reps negative attitudes either - it started with Management.
My manager was AWEFUL! He used to be a car salesman, and always told us that we needed to "**** em and forget em" and get people out of our store. He was the last person to want to help customers and any of us reps who did try to go out of our way to help customers were put down, made fun of, and even punished for trying to help. The reps who were in his "good graces" were the terrible reps who only care about their wallets and not abou...
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The largest problem with negative rep attitudes didn't start with the customers, or with the reps negative attitudes either - it started with Management.
My manager was AWEFUL! He used to be a car salesman, and always told us that we needed to "**** em and forget em" and get people out of our store. He was the last person to want to help customers and any of us reps who did try to go out of our way to help customers were put down, made fun of, and even punished for trying to help. The reps who were in his "good graces" were the terrible reps who only care about their wallets and not abou...
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Early cell phone sales learned a lot from car sales. Those early employees who did most anything to get the customer are now the ones running the company telling us not to be like the kind of phone salespeople THEY were. Unfortunately, they still pay us like cell phone salespeople, and they definitely still hold us to the same expectations.
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You mean like when they were paid commissions on feature adds and even feature changes and they slammed customers?
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Even further back, when they were paid a commission on the sale price of a phone, so they pushed the crap out of high-end Motorolas. And slamming.
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customers think we're car salesmen. How many times do they want to talk to a manager to cut the price down or go against company policy
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Often it's because people assume that company policy is to give out exceptions to those who ask. In reality, it's set up for consistency. But still, there's enough "exceptions" made here and there that people will not let go of the "dealing" aspect of the business. It's very sad.
We did this. Now they're trying to hold us to it.
We did this. Now they're trying to hold us to it.
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ALOT OF CUSTOMERS FEEL ENTITLED TO THINGS. I WORK IN RETAIL, NOT IN WIRELESS BUT I SELL HIGH END PRODUCTS, AND EVERYONE HAS A "I DON'T LIKE THAT POLICY" ATTITUDE. WELL IM SORRY, WHEN THEY CREATED IT, THEY THOUGHT 3 YEARS LATER THAT THEY WOULD PISS you OFF!
It makes me so pissed off when someone says "I don't like that, call someone!" Nope, not gonna bother someone with your dribbling ass..
Don't like the return policy? don't buy something from us....
It makes me so pissed off when someone says "I don't like that, call someone!" Nope, not gonna bother someone with your dribbling ass..
Don't like the return policy? don't buy something from us....
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How about:
"We're sorry, but it's there to protect retailers like us from the various costs incurred in a return. While I can't waive that restocking fee, I CAN spend some extra time making sure whatever replacement we find works better for you."
Your policy just breeds a dead end, where people can either be dissatisfied or spend the day finding a new carrier. The most valuable thing I've learned in sales is to give people a positive route to take.
"We're sorry, but it's there to protect retailers like us from the various costs incurred in a return. While I can't waive that restocking fee, I CAN spend some extra time making sure whatever replacement we find works better for you."
Your policy just breeds a dead end, where people can either be dissatisfied or spend the day finding a new carrier. The most valuable thing I've learned in sales is to give people a positive route to take.
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I will state my opinion on why Verizon Sales reps come off as jerks. I am going to try to be as objective as possible; so my response wont really favor one side over another (By the way, I didnt read all the responses on this thread, so sorry if I end up repeating someone else's points):
- Many times it is the customers' fault. There is a big sense of entitlement in the wireless industry. It started back when everyone was given a free phone, free charger, activation, etc. Since then, customers tend to expect too much for free, demand compensation when it isnt due, or expect too many perks when only being customers for a short period of time. So when Verizon reps (and other carriers) stick by rules and policies, they come off as jerks....
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- Many times it is the customers' fault. There is a big sense of entitlement in the wireless industry. It started back when everyone was given a free phone, free charger, activation, etc. Since then, customers tend to expect too much for free, demand compensation when it isnt due, or expect too many perks when only being customers for a short period of time. So when Verizon reps (and other carriers) stick by rules and policies, they come off as jerks....
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I agree with you as well, there are always two sides to a story. There are plenty of people to "blame", and really its a combination of all of these factors that make the wireless industry what it is.
There is one thing I would like to add though, and that is one's own pride. How much of the "The customer isn't right and I shouldn't have to bend to their will when they're being rude/crazy/etc" is because some people can't back down? When I first started selling phones I had a huge problem with being able to put my personal feelings aside. When I was able to take a step back and say "At the end of the day, I'm just a name tag to this customer. They aren't attacking ME, they're upset with the company I work for and I'm the face that repres...
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There is one thing I would like to add though, and that is one's own pride. How much of the "The customer isn't right and I shouldn't have to bend to their will when they're being rude/crazy/etc" is because some people can't back down? When I first started selling phones I had a huge problem with being able to put my personal feelings aside. When I was able to take a step back and say "At the end of the day, I'm just a name tag to this customer. They aren't attacking ME, they're upset with the company I work for and I'm the face that repres...
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