Verizon Faces Customer Service Scrutiny From Its Own Staff
When the customer-facing staff at a company feels the need to fight publicly with corporate about how they treat customers, it could indicate a major problem. That is what is happening with Verizon's Florida group.
Today's 1to1 Weekly lead story highlights how disconnected the customer-facing staff is from the policy makers in the corporate offices. It looks like a battle between efficiencies and customer relationships. This is a battle that rages behind closed doors in almost every company, but in this case Verizon employees took to the streets to picket over it.
Verizon corporate says that its customer service metrics are normal, and they have no proof that satisfaction and the customer experience is suffering. However, employees who deal with customers every day may have the opportunity see customer problems before the metrics reflect it.
What do you think? Does your company rely on metrics over personal customer insight, or vice versa? How do you balance the two?
