Why not assign letter or number codes to the phone techs. When a customer has a good experience, they could notify Verizon at an E mail adrdess assigned for that purpose. Every month, the votes could be counted and the winning tech could get some kind of a reward. ( perhaps a monetary reward.) Everyone work harder if they get a pat on the back occasionally instead of nothing but negative complaints.
Everyone is a winner -- the technician, Verizon, and the customer!!!