Improve Customer Serviceand

Increase Revenuewith a

Global Services Document

Dustin ZagarsCustomer Care RepresentativeBoylston Street Store

LONG WAIT TIMES = LOWER CUSTOMER SERVICE RATINGS AND

LESS REVENUE

Less customers in line = shorter wait times for all customers = higher customer service ratings

Sales reps focus on paying customers = increased revenue

Research

Interview: Peter McCarron Store Manager

Observationsglobal services

customers

Survey: online international smartphone users

Research ResultsCustomers:• 10% are global services• hate waiting more than anything else• feel frustrated after 5 minutes of waiting• want to make account changes themselves

Obstacles

Summary• Customers hate waiting more than five minutes• Global service customers would be satisfied with a

Global Services document• Less global services customers in line means shorter

wait times

• Shorter wait times improves customer service • less global service customers in line means sales

reps can focus on customers making purchases

• More sales rep focus increases revenue

Now

What could be…

Recommendations

1. Further develop the Global Services document

2. Test the document in the store in July

Thank YouEMAIL: dustin.zagars@verizonwireless.com

PHONE: 954-647-5580