Customer Service Done Right
Verizon Wireless is honored for industry leadership in customer care for the fourth consecutive time.
Verizon Wireless has a knack for giving customers what they want without sacrificing the personal touch. A quick response to issues and full resolution are what customers expect, and Verizon Wireless prides itself on being a top performer, but don’t just take our word for it.
Verizon Wireless has been recognized by J.D. Power and Associates, a global marketing information firm that represents the voice of the customer, for its industry leadership in customer care. In the J.D. Power and Associates 2013 Wireless Customer Care Performance Study ℠—Vol. 1, Verizon Wireless had the “Highest Ranked Customer Service Performance among Full Service Wireless Providers, Four Times in a Row.” The study offers a detailed report card on how well wireless carriers provide customer service via telephone, walk-in (retail store) and online by measuring satisfaction and processing efficiency in such areas as problem resolution and the duration of hold times.
How has Verizon Wireless garnered this customer service ranking? It starts by having a team that’s focused on enhancing and expanding upon your customer experience.
In addition to thousands of customer support specialists in its US-based network of customer service centers, Verizon Wireless has a dedicated social media team whose purpose is to reach out to customers on social channels such as Twitter and Facebook. The team follows up with customers who express a concern or who need assistance with a device issue via direct messaging or a phone call to ensure full resolution. The team also uses an online personality to better humanize the experience, so the customer knows who they are engaging with online.
“We’ve always been able to answer you on the phone, email or chat, but now adding social media means you have the convenience of sitting on your couch and sending us a tweet,” says Chauncey Mason, Verizon Wireless social media coordinator.