Process Analysis For Verizon 's Customer Service

This use of persuasion involves sweetening the deal for your customer and also adding on to it. While verizon seems to only be offering us with a free netbook at first glance, if you continue to read on it tells us it will also provide us with blazing fast internet, over 330 available channels, and unlimited calling anywhere in the U.S.

The generation of talking face-to-face is slowly fading away, and the technology era is going to keep on growing. One of the most widely used technology services known today is the cellular phone industry. According to the Pew Research Center’s website, 90% of American adults own a cell phone. Of that 90%, the smartphone ownership is at 64% (2013). Verizon Wireless, along with the other major carriers, T-Mobile, Sprint, and AT&T, have taken this data and comprised a growing industry where competition arises from all angles. These companies have battled one another on pricing, plans, and customer service for many years in order to stay on top. Unfortunately, these are major factors in whether or not a customer will choose the particular company over another.

This course covers techniques used in analysis and improvement of the value-adding activities of an organization. Customer value is created or added only when the output from a process or set of processes results in something a customer is willing to pay for. The course focuses on techniques for efficient and effective process management, in both

In a project the communication level is a very important part from the beginning to the end of project close out and completion stage. This method in the plan is extremely necessary and it is a needed tool that helps assist the project team, the stakeholders, and the executive team of Enterprise. This tool is effective and it makes sure all members involved with the project is on the same level of understanding, it makes sure all involved stays updated on the

Thank you for allowing Verizon Wireless the opportunity to respond to Ms. Kettle’s complaint. In her complaint, Ms. Kettle states she signed a contract with Verizon Wireless on July 22, 2017. A few days later she received notification via text message that her account was placed on paperless billing. Therefore, she did not receive her first invoice until August 28, 2017. The invoice included charges for two months and a late fee. Ms. Kettle requests assistance with this matter.

Customers must use the internet to fill out an online form to address their complaints or service needs. These forms are processed by employees in your department. Currently the turnaround time on any given form is between four to eight hours. This creates a number of other customer complaints. Project Call Center is designed to reduce this turnaround time by 75% by creating and staffing a call center in Tampa. Building acquisition, building renovations, building fit out, IT system upgrades, and hiring and training of staff are estimated to cost $8.5 million dollars. This $8.5 million dollars can be paid evenly in any two quarters in the next year. In addition, seven new employees will need to be hired at $40,000 burdened labor costs per year to staff the call center. Management of this project could easily be done with the current in-house staff. Most of the work of this project would be outsourced and will have minimal impact on day-to-operations.

I was excited to learn that Verizon FiOS was available in my new neighborhood. Well, most people might wonder what is the big deal about that. The fact is that I moved to the city recently. I lived in a location that did not have any type of advanced Internet service. I was still on dial-up. In fact, cellular service was out of reach too. A few days ago, a Verizon representative was going door to door in the neighborhood. This would never occur in my old community. We were basically out in the middle of nowhere. He gave us a pitch about the service and all the features that they had to offer. I was very interested in the offer from Verizon FiOS Hyattsville.

In the proposal for Option 3, we significantly decreased our costs, allowing Virgin to slightly lower the price while maintaining a high margin. Because Virgin can buy its handsets at a cheaper basis than their competitors, they can lower the relative handset subsidy while still offering the handset to customers at $50, which is lower than the industry average. Furthermore, “other charges” (hidden fees) will be reduced from $12 to $5, eliminating all fees except taxes and those necessary for operation. We will be able to reduce the cost/minute to $0.18 and will add unlimited text messages for $5 - no on-peak, off-peak times or overage costs. This factor will help Verizon tap into the younger markets by offering straightforward plans at a slightly lower cost, flexibility in contracts, with the benefits of hip apps included in the service. Customer lifetime value would reach $926.90 for those with contracts, $274.29 for those without contracts; and breakeven would be reduced to 5 months.

Verizon’s employees’ wants and needs are a high priority for the company. Verizon asked an independent research firm to poll people from a wide range of Verizon’s organization. The results were very good. According to Verizon’s website (2012) “About 4 in 10 consider Verizon’s CR programs to be excellent; 8 in 10 consider them to be excellent or good.”

Verizon is a major telecommunication provider in the United States. The company is the market leader, with $110 billion revenue and $2.4 billion in profit (MSN Moneycentral, 2012). Verizon has steady revenue streams that are largely based on a subscription model. It has several business segments, including wireless (63.3% of revenues) and wireline (36.7%) (2011 Verizon Annual Report). Most of this report will therefore focus on the wireless business, not only because this is the largest business that the company operates but because it is a rapidly growing and evolving business as well, a function of the rapid pace of smartphone adoption in America.

“As a leader in communications, Verizon's mission is to enable people and businesses to communicate with each other. We are also committed to providing full and open communication with our customers, employees and investors”

Verizon Communications is not able to achieve its objective of becoming the market leader in delivering innovative, integrated communications solutions to its customers (management).

The purpose of training and developing within any organizations is to improve the overall effectiveness of goods, product and services, competitiveness, and emphasizes growth in all aspects. It also increases productivity, develop employee turnover, increases financial gain, and lessens the managerial and supervisory positions. Training and developing is essential to obtain but many employers have different perspectives of what training and developing means for its organization. Verizon is one of the leaders in innovative wireless communication and in delivering broadband to businesses, mass market, wholesale, government, and it services over 80 million customers across the world. The

The success of the economic agents depends on a multitude of forces, such as the managerial ability to combine and exploit the resources in an efficient manner, the ability to manage the labor force or the ability to develop positive relationships with the external stakeholder, such as the customers, the business partners, the public and so on. Still, while all these factors are crucial, they are merely adjacent to the core operational function which builds towards organizational success, namely the organizational operations.

threats as an organization. This case analysis will highlight the top three for each category and provide a rational for each factor. The SWOT analysis will serve as a tool for identifying alternative strategies for the organization and help define a 3-year growth plan. Various matrices, including a SWOT analysis and a Financial Ratios Analysis, will also support specific strategies and long-term objectives. Other relevant, recent activities and supporting research will also be supporting the strategies defined in the case analysis.