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How did Verizon become so good

At getting the right people in position with the right tools in place to perfectly execute a failed order so spectacularly? 

Are they teaching advance fails at Universities now?  Does Verizon have their own research division devoted to looking stupid.  Or is it just more fruits from the explosion of data collection where Verizon has mastered the ability to have their people perform in a manner they think they’re helping, when they’re actually putting the screws to the enemy, I mean the customer. 

Re: How did Verizon become so good
Customer Support

We are always here to help whenever you need it the most. What exactly has been going on?