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Two recent incidents illustrated for me that line employees are the lifeblood of organizations, and when service representatives aren’t up to date on new policies and system problems, or when they act in a capricious manner, it affects the reputation of the organization.
At the outset, let me state unequivocally that as a Verizon cell phone customer for more than ten years, I’ve been very satisfied with customer service, phone upgrades every two years, and the availability of nationwide phone service when traveling. For convenience, my monthly Verizon bill is automatically charged to my checking account. Just like clockwork, on the 15th of each month I can expect a charge to hit my account.
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