Verizon Cellphone - Organizational Diagnosis

Cell phone companies are improving their technology in their devices and the speed in which they are able process and deliver information faster than society can keep up. Although, offering the top of the line phones and fast operating speeds aren’t everything to the average cellular customer. Some companies, such as Verizon Wireless, have lost sight of what most American consumers find most important in a company and that’s customer service.

Verizon is one of the most expensive cellular companies on the market when compared to Sprint, T-Mobile, AT&T, and Cricket’s mobile plans. The Public Service Commission of Maryland has already stepped in regulating the price that Verizon can charge for service until it shows a significant increase in service quality (Rodricks). However, they make up for their over pricing by offering greater coverage and the some of the best devices available on the market. Devices and plans are only the tip of the iceberg and are what get customers into the stores to purchase phones, computers or wifi hotspot devices. What will keep a customer renewing their contract each time is the level of customer service provided by the company and its staff. Over the years Verizon has become one of the superpowers of the cellular industry but has lost sight of their most important customers, the ones that have already signed up.

In order for Verizon to correct its current customer service problems they should start by collecting data from all of its current customers on their level of customer service provided by the company. I recommend utilizing an online questionnaire that would be available as a prompt whenever a current client logs into their account to pay their monthly bill. This process will keep costs down for the company and require very little employee involvement or supervision. The data would be collected anonymously and quickly as well as versatile. To keep from hindering each client to limited amount of choices in the survey, I recommend a text box to be located somewhere at the bottom of the questionnaire so that they can type in any personal comment or suggestions they feel we might have missed.

After gathering all of the feedback from the customers Verizon can then organize responses into areas where improvement is needed most. For instance, is the primary issue with the technical support staff not taking the time to correct the issues that a client is having with their phone? Is it that customer service representatives are not providing the highest level of service possible by not taking the extra time necessary to ensure that customers are happy with their experience and service provided? We can take that information and prepare an after-action report to inform upper management of our findings and what steps are necessary to correct the problem.

In order for the changes to be successful, there will need to be some changes made in employee/client relations. Many of the