Andrea Kalli

AUGUST 31, 2010

Many cell phone owners are not aware that both cell phones and portable computers have the capability to access the Internet from anywhere using wireless Bluetooth technology. Furthermore, they may already be paying for Bluetooth wireless access in their monthly cell phone plan.

Phones 100

Phones Social Media Microsoft Outlook Verizon 100

Service Untitled

JULY 21, 2011

The STELLA service independently rates customer service using such criteria as the effectiveness of navigating a site, conduct usability tests, ordering, returning, sales interactions, phone, email, and even live chat. I know the phrase “customer value&# is tossed around training. Can you really rate customer value?

Customer Service 40

Customer Service Verizon Phones Training 40

Service Untitled

SEPTEMBER 15, 2009

Some of the major examples included: Phone problems (long hold times, annoying hold music, getting disconnected, blind transfers, etc.) Training representatives and putting processes in place to avoid blind transfers is not rocket science, but a majority of companies still do blind transfers more often than not.

Customer Service 40

Customer Service Verizon Staples Phones 40

Service Untitled

FEBRUARY 19, 2010

Let’s take the example of waiting in a Verizon store for the next available agent. Through training, monitoring, coaching, practice and new policies, employees understand that customers are driven by what they think about a business or service, and we want them to see positive perceptions.

Verizon 40

Verizon Customer Service Phones Etiquette 40