A Message from Leecia Eve
In my time here, I've quickly learned Verizon is focused passionately on delivering a great experience for customers every day.
From responding to a historic storm that impacts our communications networks to working with individual customers to give them dependable communications services, we are committed to listening, anticipating and responding to our customers' needs and exceeding their expectations.
Providing high-quality customer service is a necessity - not an option - in today's fiercely competitive communications market. We know customers reward the best service providers with their business. More
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Making a Good First Impression
Our success has a lot to do with paying attention to customer feedback, whether an in-person visit to one of our stores, calls, emails or even a stamped letter or two in the mailbox. Customers, we've found, are fond of the 24-7 access to Verizon via email, where there are no hold times and people can find the answers they need quickly.
But 24-7 access is not enough. To constantly improve customer service and stay ahead, Verizon offers its customers more flexible service appointments and something we call our "first-call resolution," in which we solve the problem the first time a customer reaches out.
Verizon has also embraced text messaging to alert customers of installation appointments and other important information. We've also revamped bills, making it much easier for customers to understand the breakdown of costs. If there are still questions, a quick call to 1-800-VERIZON or a visit to www.Verizon.com will provide answers much faster than ever before.
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Every day, Paul Sullivan is looking for new ways to enhance the customer experience at Verizon.
Sullivan, the New Jersey regional president of consumer and mass business markets, said Verizon has a hard-fought reputation as the leader in customer service, ensuring all questions and issues are addressed quickly and to full satisfaction.
It's not an easy job. From his office in Livingston, Sullivan oversees a massive customer base that encompasses every county in New Jersey south of Sussex. There are also 4,295 employees stationed in more than 50 facilities, responding to customers as south as Cape May and as north as Fort Lee.
When a customer calls Verizon with a concern, the clock starts ticking. Each and every call must be addressed immediately, Sullivan said. Issues can't sit in the competitive world of television, phone and Internet, where competition is fierce and never-ceasing. More
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Five Reasons Why Verizon Has the Best Customer Service in the Industry
1. Verizon is quick to reallocate resources from different areas of New Jersey to help out where needed. We review our dispatch and other processes, refining them where necessary to improve efficiency and results.
2. Our employees know that customers with medical emergencies and/or no alternative means to communicate (such as a cell phone) receive a higher priority for service repairs.
3. Our employees know they are the most important link to good customer service. "You touch it, you own it" is the overarching theme used within the company, and online tools are available to instantly put customer service problems in a priority queue for rapid resolution.
4. Verizon has the nation's best telecommunications network, along with a well-trained, highly sophisticated workforce of nearly 180,000 technicians, customer-contact personnel and managers. In times of emergency, such as Hurricane Sandy, those resources were tapped to help New Jersey.
5. We continue to explore new ways to communicate with customers whose service is out, such as automated calls to them prior to dispatching. We're continually tapping our own information technology resources to improve on this effort.
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Customer Care Manager is Always on the Job
Ever since Michael Goldring was promoted to a customer care manager at Verizon, he can't stop thinking about customer service - even when he grabs a bite at his local diner in Manalapan.
"I listen to what the waitresses are saying and how it makes me feel as a customer," he said. "Perhaps I can glean a good idea or two. I am in constant customer care mode."
Goldring was a Verizon field technician for 18 years before he was promoted in April to one of 10 customer care managers covering New Jersey.
It's a new position at Verizon, one that was created in the aftermath of Superstorm Sandy when one-on-one relationships became paramount. More
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Reach Us in Many Ways
- Call the one stop customer service phone number:1-800-VERIZON
- Visit the bilingual website, www.Verizon.com
- Download the In-House Agent, a computer-based application that provides fast and easy solutions
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How Do You Reach Out to Verizon If You Require Service?
 1-800-VERIZON- Do-It-Yourself Troubleshooting
- www.verizon.com
- Visit Your Local Store
- All of the Above
Click here to take our online poll!
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Verizon External Affairs is Here to Help
The Verizon External Affairs team is available to assist government officials. If you have any problems that need immediate assistance, please feel free to email the representative in your county.
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Mark Bocchieri
Bergen, Hudson, Essex, Passaic, Morris, Union, Sussex
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Jennifer Young
Burlington, Camden, Gloucester, Salem, Cumberland, Cape May, Atlantic
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John Szeliga
Middlesex, Monmouth, Ocean, Mercer, Somerset, Hunterdon, Warren
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