Verizon is quietly imposing a strict coverage that workers declare is inflicting prospects to expertise lengthy traces in shops. The requirement comes because the service has been rolling out main operational adjustments in latest months as its new CEO, Dan Schulman, works to reverse years of buyer losses.
Shortly after Schulman grew to become Verizon’s CEO in October 2025, he mentioned throughout an earnings name that he plans to “aggressively remodel” the corporate, additional stating that latest worth hikes and friction within the buyer expertise have been pushing prospects away.
The corporate has misplaced 2.25 million postpaid telephone prospects over the previous three years.
Schulman went on to put off 13,000 workers in November to “simplify” the corporate’s operations, create “new worth” for purchasers, and “construct a sooner, stronger and extra proactive Verizon,” in keeping with an inner memo despatched to employees.
By Might, Verizon carried out one other spherical of layoffs, this time impacting a whole lot of workers at its headquarters in New Jersey, in keeping with a Enterprise Insider report.
Verizon coverage sparks rigidity in shops
Amid this transformation, Verizon workers are taking to social media platform Reddit to assert that the corporate is doubling down on a strict retailer coverage to spice up gross sales; nonetheless, it’s allegedly inflicting friction.
In a latest Reddit submit, a Verizon worker claimed that each one employees are required to supply each new product to prospects they assist in shops “with no regard for circumstances or buyer wants.”
They state this is the reason “waits are so lengthy” at retailer places, typically taking greater than two hours for a buyer to talk with an worker.
“We’re made to slam each merchandise on each quote or get written up,” wrote the Verizon worker within the submit. “If a buyer got here to cancel service in retailer we must provide every of the next: a brand new line, a pill or watch, residence web, 4 perks, insurance coverage on every thing, all Excessive precedence upgrades on the account supplied, and residential gadget safety with each buyer.”
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The worker additionally mentioned they’re “required to examine in with managers between quotes for approval to make sure each merchandise is obtainable.” A supervisor will get entangled if workers aren’t closing most gross sales gadgets.
Workers are additionally required to push prospects to buy new merchandise for his or her companies or employers.
“We’ve to ask you 3 alternative ways when you personal a enterprise or if we would have the ability to persuade your employers to maneuver their telephone account,” wrote the worker. “And each buyer will get submitted for a lead as a name again whether or not they purchase or not. Managers must add varieties for each worker transaction to make sure they’re micromanaging their gross sales flooring.”
As well as, the worker alleged that Verizon has just lately raised gross sales expectations and lower commissions.
“My gross sales purpose for November and December (the busiest time of 12 months) was the identical as my purpose in February, plus they ruined our fee plan so now we make half the cash for twice the work,” wrote the worker.
The worker mentioned that Schulman “has made run at ruining the corporate and killing morale all at the price of appeasing shareholders.”
Verizon is quietly imposing an in-store coverage that is inflicting frustration. Shutterstock/Brandon Klein
Verizon workers and prospects weigh in on retailer experiences
In response to the submit, some Verizon workers mentioned they’re having the identical office expertise at their shops.
“I’m at present an worker and leaving,” wrote one worker within the remark part. “This foremost remark is 100% correct illustration of what’s going within the shops … They micromanage each little factor to the purpose that each few days you’re in an workplace getting questioned.”
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Some Verizon prospects even took to the remark part to report experiencing these pushy gross sales techniques from representatives when visiting shops for service.
“I just lately went to a retailer to improve my telephone. I acquired pitched on all that, mentioned no. They got here again with a quote that added a brand new line and a couple of telephones, an improve for me and the identical one for the brand new line I did not ask for. It added $136.00 per thirty days,” commented a Verizon buyer.
“I’ve had all of these issues supplied to me once I merely went in to choose up an iPhone,” wrote one other buyer.
Verizon struggles to beat rivals in shopper satisfaction
The transfer from Verizon comes after Schulman mentioned throughout an inner assembly with workers in December that the corporate’s buyer satisfaction scores “are worse than our opponents,” partly as a result of workers lack the “monetary flexibility” to get issues carried out.
A J.D. Energy survey in January discovered that Verizon’s shopper satisfaction scores for postpaid telephone plans lag behind these of cell digital community operators (MVNOs), as extra customers prioritize seamless interactions with their service over community high quality.
“Attracting prospects with community high quality and pricing is simply step one,” mentioned Carl Lepper, senior director of expertise, media and telecom at J.D. Energy, in a assertion. “True loyalty comes from how straightforward it’s for purchasers to work with a service as soon as they’re within the system, particularly on the subject of resolving points, managing payments and getting solutions shortly.”
How Verizon ranks in postpaid telephone plan shopper satisfaction:
Postpaid telephone prospects gave conventional U.S. wi-fi carriers a mean score of 603 on a 1,000-point scale.
Among the many Huge 3 nationwide carriers, T-Cell ranked highest with a 631 rating, whereas Verizon earned a rating of 593 and AT&T acquired 587.
MVNOs carried out higher general, averaging 630 factors in shopper satisfaction for postpaid telephone plans.
Client Mobile topped the MVNO class with a rating of 721, adopted by Google Fi Wi-fi at 685. Spectrum Cell rounded out the group at 614. Supply: J.D. Energy
Regardless of falling behind prime opponents in shopper satisfaction, Verizon’s latest turnaround efforts seem like yielding optimistic outcomes.
Within the first quarter of 2026, Verizon welcomed 55,000 new postpaid telephone prospects, in keeping with its newest earnings report.
Regardless of this development, Verizon continues to see elevated buyer losses. Its wi-fi retail postpaid telephone churn, the quantity of smartphone prospects who canceled service, reached 0.97% through the quarter, up 2 foundation factors 12 months over 12 months.
“Wi-fi buyer churn stays elevated, reflecting the powerful aggressive atmosphere, however Verizon is doing a a lot better job attracting new prospects than a 12 months in the past,” wrote Morningstar analyst Michael Hodel in an analyst notice in April.
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