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Oct 4
Verizon Voyager phone: did they tell you how to work it?

Apple has a smart phone. You want a smart phone. LG-VX10000-Voyager.jpg Everybody wants a phone like the one Apple has. Can Verizon give you one? Rich Tehrani and BizToolBelt share their opinions about Verizon's new intelligent phones: LG Voyager, LG Venus, Blackberry Pearl and Samsung Juke.

The LG VX10000 Voyager, unlike the iPhone, has a keyboard. I understand that Apple and AT&T have been getting a lot of questions about why they forgot to include one. Or did they forget? Did the product developers ask the call center reps what they thought before they released the iPhone? Didn't think so. Did they tell them in advance that they would be dropping the price and offering rebates? I didn't think so.

So how do AT&T and Verizon prepare their call center agents to handle calls about their new phones? Did they give free phones to the reps on the floor, so they would know all about it, inside and out, before it was released? 

Didn't think so.

 


3 Comments/Trackbacks




I'm not sure I understand what you mean by preparing their "call center". Do they need a call center to sell these phones? I think they'll sell themselves. One quick look at the Verizon Voyager website can show you that!

I'll be the first person in line waiting to buy one.

Nothing sells itself. They may not need a call center to be equipped to sell the phones, if sales people and sales websites can provide enough information to satisfy potential customers. But sales can be hurt if word gets out that when you call Verizon, they don't have a clue about the phones. I hope that isn't happening now, but I would still be a Verizon telephone customer if their call center agents had known more about their Internet products.

Call center reps will never be taught the ins and outs of the new phones. Cingular, Verizon and the like come out with 5 or more new phones per month, you can't expect the reps to be experts on 200+ phones, know the features, prices, etc and be able to take customer service calls.

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