Re: Verizon stores ... bleeech!

What's so mysterious about this is that Verizon is just another Very Large
Corporation and therefore should logically be obsessed with cutting
headcount wherever possible (except in the executive ranks) and outsourcing
the remaining jobs to India. They must have some reason for thinking that
these do-nothing people at the door are absolutely necessary.

Here's what they need to do:
You walk into the store and go to a computer terminal. You enter all the
necessary information to identify yourself (which is probably just your
phone number if you're already a customer) and then enter a description of
your problem or question. If something is not clear and you need a human,
you click chat and you can have a text chat with a person (probably in
India). After the preliminaries are over, then you get entered into a queue.
If anonymity is important, a machine can print a ticket with a number for
you. Then when a Real Live Human is available and your name is at the top of
the list, they call for you and when you get there, they already have your
name, account details, and a description of your problem, and they can get
down to real business immediately. If at any time you get tired of the
computer part of it, you can just click the appropriate icon and go directly
into the queue to talk with a human. There might be some people who don't
want to deal with a computer and insist on doing the whole thing with a
customer service rep, but I think most people would be willing to do the
preliminaries with the computer to speed things up and eliminate
misunderstandings.


.

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