Strict Verizon policy leaves customers waiting longer in stores

Verizon is softly enforcing a strict argumentation that employees assertion is causing customers to acquisition agelong lines successful stores. The request comes arsenic the bearer has been rolling retired large operational changes successful caller months arsenic its caller CEO, Dan Schulman, works to reverse years of lawsuit losses.

Shortly aft Schulman became Verizon's CEO successful October 2025, helium said during an net telephone that helium plans to “aggressively transform” the company, further stating that caller terms hikes and friction successful the lawsuit acquisition person been pushing customers away.

The institution has mislaid 2.25 cardinal postpaid telephone customers implicit the past 3 years.

Schulman went connected to laic disconnected 13,000 employees successful November to “simplify” the company’s operations, make “new value” for customers, and “build a faster, stronger and much proactive Verizon,” according to an interior memo sent to workers.

By May, Verizon conducted different circular of layoffs, this clip impacting hundreds of employees astatine its office successful New Jersey, according to a Business Insider report.

Verizon argumentation sparks hostility successful stores

Amid this transformation, Verizon employees are taking to societal media level Reddit to assertion that the institution is doubling down connected a strict store argumentation to boost sales; however, it is allegedly causing friction.

In a caller Reddit post, a Verizon worker claimed that each workers are required to connection each caller merchandise to customers they assistance successful stores “with nary respect for circumstances oregon lawsuit needs.”

They authorities this is wherefore “waits are truthful long” astatine store locations, sometimes taking much than 2 hours for a lawsuit to talk with an employee.

“We are made to slam each point connected each punctuation oregon get written up,” wrote the Verizon worker successful the post. “If a lawsuit came to cancel work successful store we would person to connection each of the following: a caller line, a tablet oregon watch, location internet, 4 perks, security connected everything, each High precedence upgrades connected the relationship offered, and location instrumentality extortion with each customer.”

Related: Verizon CEO doubles down connected removing escaped offers for customers

The worker besides said they are “required to cheque successful with managers betwixt quotes for support to guarantee each point is offered.” A manager volition get progressive if employees aren’t closing astir income items.

Employees are besides required to propulsion customers to acquisition caller products for their businesses oregon employers.

“We person to inquire you 3 antithetic ways if you ain a concern oregon if we mightiness beryllium capable to person your employers to determination their telephone account,” wrote the employee. “And each lawsuit gets submitted for a pb arsenic a telephone backmost whether they bargain oregon not. Managers person to upload forms for each worker transaction to guarantee they are micromanaging their income floor.”