Verizon Customer Service Case Study

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Verizon’s Customer Service Sometimes, it is very inconvenient to get to cell phone service provider’s retail store to discuss issues or new cell phone plans. This is especially true when the service provider’s physical brick and mortar locations are located thirty to forty miles away from where you live or work. In these situations, it is important for the cell phone service to provide and maintain a useful support outlet on their web site to maintain a good relationship with their customers. Verizon Wireless is a cell phone company that has succeeded in providing good customer service through their website. Verizon has seamlessly transitioned support tools, such as their customer forums, virtual assistant, and the chat feature, into their overall customer relationship management directives (Roberts & Zahay, 2013, p.311). With the holiday season approaching, I decided to test out a few of these customer service features in an attempt to gain information about adding a phone line to my service for my oldest son. The response from the Verizon Wireless representative was very thorough with high marks for its timeliness, its correctness, and its completeness. …show more content…
After typing a simple question in the search field regarding my topic, I was presented with a few commonly asked questions with the appropriate answers provided. However, this did not answer all the questions I had about a certain phone when it came to phone costs and plan fees. This was remedied by using the chat feature. This allowed me to have an instant message chat with a Verizon Wireless salesman by the name of Robert. Robert was a big help in determining the added costs that would be associated with adding an additional line to my current plan with a number of different phones. The response time was nearly instantaneous when communicating with Verizon through this

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