Verizon Wireless wins third straight JD Power and Associates award for customer care
posted by Alan F. / Jul 26, 2012, 2:24 PM
"Verizon Wireless is pleased to be recognized once again for the quality of our customer care, and we remain committed to continuous improvement of the award-winning service our customers have come to expect. In our stores, on the phone and online, Verizon Wireless strives every day to help consumers make the wireless choices that fit their lifestyles best."-Marni Walden, executive vice president and chief operating officer, Verizon Wireless
For the third consecutive time, JD Power and Associates has announced that Verizon Wireless scored the highest in customer care for its latest survey. In the J.D. Power and Associates 2012 U.S. Wireless Customer Care Full-Service Performance Study volume 2, Verizon scored 771 points, 12 points above the industry average. The survey is conducted from feedback accumulated from customers at the top four U.S. carriers.
For the third consecutive time, Verizon Wireless, ranked first in customer care among national full-service wireless providers in J.D. Power and Associates' national study of customer care among the leading U.S. wireless providers.
In the J.D. Power and Associates 2012 U.S. Wireless Customer Care Full-Service Performance StudySM – Volume 2, released today, Verizon Wireless received a score of 771, to lead the category at 12 index points above the overall industry average. The study was based on feedback gathered from customers of the four major U.S. wireless providers during the first six months of 2012. J.D. Power and Associates also ranked Verizon Wireless highest in customer care in its last two Wireless Customer Care customer studies conducted January through December 2011.
"Verizon Wireless is pleased to be recognized once again for the quality of our customer care, and we remain committed to continuous improvement of the award-winning service our customers have come to expect," said Marni Walden, executive vice president and chief operating officer of Verizon Wireless. "In our stores, on the phone and online, Verizon Wireless strives every day to help consumers make the wireless choices that fit their lifestyles best."
In addition to award-winning customer care, Verizon Wireless offers its customers access to the nation's largest 4G LTE mobile broadband network in 337 U.S. markets; an industry-leading lineup of smartphones, tablets and other wireless devices; free in-store and online Wireless Workshops; and the tools and resources they need to manage their wireless lives.
For more information about Verizon Wireless, visit www.verizonwireless.com.
About Verizon Wireless
Verizon Wireless operates the nation's largest 4G LTE network and largest, most reliable 3G network. The company serves 94.2 million retail customers, including 88.8 million retail postpaid customers. Headquartered in Basking Ridge, N.J., with 78,000 employees nationwide, Verizon Wireless is a joint venture of Verizon Communications (NYSE, NASDAQ: VZ) and Vodafone (LSE, NASDAQ: VOD). For more information, visit www.verizonwireless.com. To preview and request broadcast-quality video footage and high-resolution stills of Verizon Wireless operations, log on to the Verizon Wireless Multimedia Library at www.verizonwireless.com/multimedia.
Why?? Cuz' the Doctor dropped you when you were born and Verizon refused to send your parents a replacement. Take it up with Assurion.
I look forward to calling Verizon every day just to talk to one of their knowledgeable, helpful and courteous reps'; why, I even make up reasons to call them, i.e., assume liabilty for another line, port in someone's number as my own, report my iPhone "lost or stolen", etc.
And, the beauty of it all, unlike most of the other major U.S. carriers, I always talk to someone in English here on the mainland U.S. and some out-sourced "scripted" rep' in Bangladesh; Malaysia; Philippines; or, the imaginary country of Malagüá!
I have always found Verizon trips to be courteous, helpful and hard working. Knowledgeable is another story. I've only ever spoken to one who knew as much about the device I was calling about. I have literally called three times in a row with the same question, and gotten three totally different answers, usually diametrically opposed.
That one knowledgeable rep, though, what a pleasure to deal with him. I wish I could have a direct line to him for every call.
P.A. should state who acctually won in general: U.S. Cellular.
Just because they're regional dosent mean they dont deserve a mention P.A.
Acctually they won on call quality for region and on "consumer reports" not JD Power I guess...my bad.
AT&T's customer care isn't that bad it's just they don't know anything about cell phones. I had trouble with my ICS update on my phone and the cust service rep told me there was no update for my phone yet although I had just installed it.
Cell Phone Companies Winning Customer Care Awards?
As a Verizon affilated Rep, I can tell you thats like being the most sober person at the bar. Everyone's drunk, but one or two can still drive...maybe?
I work for att customer care and I can honestly say that as a consumer, when I call in for assistance, I don't get the same service I deliver to customers. I have been with the company for 8 years now and one of the main issues are no consistency, too many responsibilites trust are given to customer care reps. , we are called for everything, collections, tier 1 support, sales , device issues, as if we manufacture the devices and then billing. We have a collections dpt that should handle all payment and collection issues issues , but customer care is at the forefront , as is with tech support and and every thing else..if you have an issue with your phone or network issue then you should go to tech support . We have basic training on the most popular devices and a tutorial guide to help assist customers, the same that customers can use on att site . If a customer have a billing issue or dispute this where customer service comes in. Reviewing billed charges, making plan changes and being knowledgeable about service options available. There is also a high turnover rate in customer care for many reason! ,new reps often have a hard time using the applications that are set in place to assist cus, where as an experienced rep will not. There are also a lot of Rude customers that call in cursing , screaming, acting a Damn Fool , just to get a credit that is not even deserved! They feel as though they should have free service , Really?? They complain about overage on voice, messages, data and the killer is international roaming charges!! Att have self service options available to check voice data and message usage for all who choose to use them! There are even notifications that go out to customer alerting them of their usage. We offer a rerate for coverages or a one time courtesy and offer to change the plan but most will take the credit. Without a plan change an have same issue the following month, call back for more credit s and if not given, will give a bad survey.customers must take responsibility for their usage, it's not att fault that you go over mins, data,messages, etc. If you want a set bill with no act fees, late fees, restoral fees, upgrade fees then , go with prepaid, pay retail price for a phone get unlimited talk, txt and data . aAll wireless carriers have standard fees, activation upgrade, late fe etc. I personally don't just waive standard fees unless a promo or if there was a special issue a total screw up on att. ..... In closing, Att need to have one voice, everybody on the same page , saying the thing setting the expectation for every call!!! Consistency!!
I call ordering FIOS TV and Internet once, but getting 3 calls for 3 different orders, 3 different installation schedules and finally after telling them that "Maaaaaam..I didn't order the other two" getting 3 separate bills for them....Very Good Customer Service!!!
I work for a 3rd party retailer that deals with all 3 of the major carriers (VZW, AT&T and Sprint). I can honestly say without a doubt that Verizon is the number #1 in CC. They go out of their way to assist us in anything and everything so that we can help make their customers happy. AT&T and Sprint, well it depends on the day, but usually AT&T is a little better.
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