03/25/2020|Inside Verizon

Upping their game at crunch time.

By: Jessica Bonardi

No customer problem is too small or large for Nicole Rendon and her Tucson team.

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When the going gets tough, Nicole Rendon not only gets going, she kicks it into a higher gear.

"We are just very excited to be here for our customers right now.”

As general manager of a large Verizon retail store in Tucson, AZ, Nicole was seeing a lot of foot traffic. “Every issue that a customer comes in with is critical to them on some level because this is the way they communicate,” she said. “We're taking and making it the most important thing we do. If we need to find some sort of solution for a customer that is outside the box for the current situation, then we’re making sure we’re going above and beyond for that.”

Nicole is adept at feeling the customer’s pain. “It’s definitely a difficult time that they’re going through, so we’re making sure that if there’s a concern that we can't address immediately, we’re bubbling it up to our HR business partners.”

While satisfying customer needs is important, her number one priority is the safety of her team. “We’re making sure that after a customer leaves, we’re wiping down the entire workstation. Instead of us taking the phone, we have them use their own phone and walk them through that process. We’re ensuring that, no matter how long the wait is, we’re washing our hands after every customer.”

Nicole feels kinship with V Teamers both within and beyond her own store walls.

“We have so many stores that are so separated, but we’re a band of brothers and we’re going to get through this together. I’m just proud to work with this great group of people.”

And we’re proud to work with you, Nicole.

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