Analysis Of Verizon Wireless

Verizon Wireless is a cellphone service provider that deals with all of the United States. They have a very large customer base that has loyal customers, such as myself, and deal with customers on a daily basis. In fact Verizon has the lowest churn rate which refers to the amount of cancellations each year. In 2014 only 1.28% of Verizon 's customers canceled their service with them. They have stores scattered all over the country and also deal with customers over the phone as well as online. Verizon is the leading cellphone service provider in 35 states and tied for first in ten other states. Also when it comes to the most subscribers for personal, wholesale and commercial, Verizon is first as well. This company has all around made a name for themselves and hold up to it by their excellent customer service and customer support. Other company 's claim to have better service but Verizon 's numbers speak for themselves. Recently a problem occurred where I bought insurance on my phone and the next day my phone actually ended up breaking. I contacted the insurance company that Verizon uses and told them what happened. After telling my story the customer service member told me that I didn 't have insurance on my phone so I couldn 't get a replacement phone. I then had to call Verizon customer service to get them to help me out. The customer service member for Verizon listened to my story and sounded like she genuinely cared about my problem. She then contacted the supervisor of the insurance company to have a three way call between all of us. After we talked about the problem and discussed everything it turns out that the insurance company was in the wrong. The Verizon customer service member gave the insurance company all the information so I could get off the phone …show more content…
It is based off of having a customer relationship with every customer they have. They want doing business with them to be easy by listening, anticipating and responding to the customers needs. This makes the costumer feel valued, appreciated and happy to be loyal. The average customer of Verizon usually buys a phone straight from the Verizon store and pays a monthly bill. Every customer basically knows that their bill is going to be consistently the same every month. This is what Verizon customers have come to expect of this company as well as excellent customer service. Verizon doesn 't only deal with customers on a personal scale they also deal with customers on a commercial scale. They can find a phone and a service for anyone that suits the customers needs. The employees at Verizon are very empowered. Every employee has a wide understanding of the products they sell and services they provide. They very rarely have to get a higher up to help them with a problem because they are so well trained. For example, the issue I had with Verizon with the insurance not covering my phone, the employee I dealt with for Verizon was very knowledgeable and handled everything perfect by themselves. I couldn 't have asked for anyone better. When it comes to customer involvement Verizon always likes for the customer to pick out their own phone and plan. Verizon is very big on co-production because it build customer relationships. Although Verizon doesn 't negotiate with their prices they offer a wide selection of services for anyone 's