What’s Was the Worst Customer Service Experience You’ve Ever Had?

Here is my saga.

Have you ever visited a Verizon store? Hopefully, it was a better visit than ours. Perhaps it will stimulate your thinking about your recent customer experiences.

My wife has had her ‘flip’ phone for almost a decade. Her display has been badly cracked for the better part of a year, so our daughter purchased her a new flip phone for her birthday. She refused to try a smartphone.

So before I tell you about our experience at Verizon where we went to get the phone activated, let me ask you a question. How long should it take to activate a simple flip phone, do you think? You probably won’t believe the answer. Over an hour and there were no customers in the store when we arrived. That should be a clue of how bad the service and experience were, yes?

More stories: Customer Orientation … the Worst Customer Experience Mistakes

Here are the problems we experienced and what Verizon should have improved on:

Excessive time to accomplish the task

Ok, I have already told you that it took over an hour to activate a simple flip phone. But I didn’t tell you that the service representative could not even complete the task. More on that following. That is amazing.