There are many reasons for customer dissatisfaction. My opinion is primarily that customers cannot be satisfied if the company’s employees are not satisfied. As an employee, I have always felt bad whenever I noticed that customers have some complains. On the other hand, I don’t know if our "leader" even takes customers’ expectations into consideration?
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One good reason for customer dissatisfaction is the experience with the att employees who interact with the customer directly. I am sure there are some good employees in the mix. There are enough bad ones though that I'm surprised when I get someone who understands the concepts and can speak and behave professionally. Att leadership tolerates a very low standard there.
People, Profit, Planet in that order equals success
T only needs the customers to be satisfied to the point they will not disconnect their services. Beyond that they don’t give a flying F about customers or employees for that matter.
Does McElfresh know about the poor quality of AT&T customer service? If he does, he should be ashamed, how could he turn a blind eye to it? If he is going to be the next CEO at T he had better fix this problem. Many will say he is just being complacent, I would agree!
Shareholders want to see the number of new line subscribers increase. ATT promotes offers like the buy one get one deals, with a minor detail that the customer must add a new line to get the deal. ATT tells the customer they can drop a line and then add a new line to qualify for the deal. They also tell the customer they will begin to see the credits/adjustments after 3 mos of billing. It never happens, you are stuck with a new telephone number you really did not want but agreed to to get the BOGO deal. When the credits/adjustments don't materialize, ATT lies to the customer denying the offer ever applied. When you try to call customer support, they put you on hold forever, hoping you will abandon your call. The agents and supervisors are not empowered to make adjustments. The customer gets robbed by ATT. This scenario has happened over and over again. This isc all in the name to keep the shareholders happy because they like seeing new lines, but no one seems to be counting the number of old lines dropped and the empty promises made with those new lines. I know, this happened to me and so many others. I won't use ATT anymore because of the way I was treated and wont pass up an opportunity to speak my truth on ATT.
And yet the company is growing its phone subscribers.
Pricing is too high!
T provides cr-p service to its customers and Stankey and BOD know it and condone it. It will never change as long as Stankey is CEO. It all starts with his arrogant attitude that he is smarter than anyone else and knows everything about everything.
Customer and employee dissatisfaction are because of the same thing: the folks running this company.
Stink's disdain for both customers and employees is self evident. He considers both to be little more than a resource to exploit for his profit. He has nothing but disdain and contempt for both, and only tolerates their existence so long as he gets paid.
There's no mystery here. Call it the Stink legacy.
I dropped our service for wireless because it was too expensive (even with employee discount), customer service was bad (lies, don't understand how CDRs are created, etc). I am sure customers have similar issues plus other ones