I came into this location today as an existing Verizon Business customer intending to BUY 1-2 new phones and add additional lines to my business account. Instead, I left without purchasing anything because this was genuinely one of the worst customer service experiences I've had.
Before coming in, I had spoken with Verizon Business customer service multiple times over the past couple of weeks about the plans, pricing, and deals available to my business account. When I explained what Verizon had told me, the representative immediately disputed it and essentially told me he knew better because he worked on the sales floor.
He even took me over to the large display to "show me" that what I was saying wasn't correct--only to initially pull up consumer plans. He then admitted they don't deal with many business customers. Eventually, he found the business section, where the pricing actually started showing the per-line changes I had been trying to explain.
But being wrong wasn't even my biggest issue. His attitude and communication were.
He repeatedly fast-talked me while I was simply trying to understand exactly what I would pay each month. I asked him multiple times to slow down. I even said, "Explain it to me like I'm stupid," because I genuinely just wanted a clear breakdown of what I was purchasing and what my monthly bill would be.
Instead of simply slowing down and answering my questions, he became increasingly condescending and combative, repeatedly interrupted me, and then accused ME of being combative.
While I was calmly explaining that I had been nothing but kind and was simply asking questions, he interrupted me yet again. I spoke louder for the final couple words of my sentence so I could actually finish what I was saying, and he immediately told me I could leave if I was going to raise my voice.
So I left.
I walked into a Verizon-branded store prepared to spend money and add recurring lines to my existing Verizon Business account. I walked out because a salesperson somehow turned basic questions about pricing into an adversarial interaction.
I don't expect a salesperson to know everything. I DO expect them to be willing to listen, slow down when a customer asks them to, verify information they're uncertain about, and treat someone attempting to give their company money with basic respect.
I hope management reviews this interaction because this was completely unnecessary and cost the store a sale. read more