First, I would like to apologize for it taking me so long to write about the experience I had at your Verizon store. When I walked into your store, just as a little background information, I was completely ready to leave Verizon as a carrier after being a loyal customer for over 15 years. I had been to the Verizon store in Silverdale for a combined two days where the customer service (if you even want to call it that) was so terrible and not helpful it almost seemed to be a joke. I won't go into all the details that happened at that store, but again I was ready to leave Verizon as a carrier. After my experience in Silverdale it was clear Verizon had lost the focus of good customer service. That their customers are inevitably the reason they are the number one carrier in the US. On my way home from Silverdale, I decided to stop into your Verizon store to see what changes had been made (as they never told me) and to see what I have to do to cancel the contract. When I walked in, there was a young man standing at the counter. I am sure he saw the frustration in my face as he asked if there was anything he could help me with. Being I have worked in customer service my entire working career, I understand the people you have working in your stores do not make the rules, they are the middle men who have to implement all these rules your company sets. So I looked at him and first apologized that I was terribly frustrated and explained I knew it was not his fault for my frustration and then explained the situation. I explained all I wanted to do was combine two contracts into one, get the upgrades we were both due for without spending $600. I explained the non-sense I went through in Silverdale and that I was ready to leave this company due to their lack of customer service and help. This is when Phillip Price took charge. He was not only understanding, he was extremely helpful. He went above and beyond to help my Fiance and I. He made multiple phone calls to try and figure out the best solution for us and our budget. He was not putting on the whole "fake customer service face" (anyone who has worked customer service jobs knows exactly what I am talking about), but was very genuine in his attempt to keep us as customers and do the very best he could as he saw what we were asking and trying to do was not unreasonable. It is times like this where I really think Verizon's Corporate ladder should take notes from this young man. I am not dumb and know that Verizon losing two customers is not going to bankrupt the company, but if Verizon keeps going down the track of only having one person in their company, Phillip Price, who understands the importance of customer service and interaction with customers. Maybe Verizon shouldn't put so much emphasis on commission and all customers who come through any stores they have will be treated with equal respect even if you are not purchasing the newest and latest IPhone. Phillip Price did just that and for that reason we are still customers with Verizon. He should be rewarded for his will power to help every customer who comes through his door. He took the time to actually listen to what we needed, our budget, and then used his knowledge of the company to come up with the best solution. To say the least, he nailed it! It was simply refreshing as my last encounters with Verizon whether via phone or in store were not good. Maybe Phillip Price should become someone who trains your employees and maybe Verizon will be a carrier people want to use. This would ensure you keep your number 1 stop as a wireless dealer. Again, I have been with Verizon for over 15 years and it is sad to watch what used to be a helpful good company get money, grow, and then lose all focus on what is important- the customers. Otherwise, with the way things are going and stories I hear and I myself have experienced, you may be number 1 now, but people can only put up with so much before they decide to look somewhere else. I will end this by again thanking Phillip Price. You were incredibly helpful, sincere, and understanding. Again, Verizon should take some notes from him on what running a business is all about. Great customer service=loyalty. Think if all your stores had people like Phillip Price in them...Thanks again Mr. Price! read more
