Here in Pennsylvania from the western part of the state to the east we are discouraged everyday from going into the customer accounts due to green checks. Green checks mean the customer qualifies for internet air or fiber. The focus seems to be the AIA ratio. Hitting your goals or being close to your goal doesn’t matter. What’s your ratio? They are gonna beat it over your head and make your job not fun and the customer experience cr-ppy. Between corporate retail and authorized we are just sending the customers on one big circlej--kDon’t sign in and check and scrub an account. God forbid you do what used to be our job and sign into a customers account and sell something other than Internet. Stores send customers out and about for trade ins and any other option that doesn’t cede Internet. WHAT A HORRIBLE CUSTOMER EXPERIENCE. AT&T doesn’t care about the employee, we know that, but they don’t care about the customer. Take it from me. Upper management outside of the stores encourages store managers to do all of this. The store managers are put into a horrible position. Instead of selling everyone is walking on egg shells. AT&T seems to breed the worst of the worst when it comes to Director and Associate Directors. Even some VP GM’s. These people are clueless.
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Well hint to ya, if your reading CPNI to customer and they deny it, then it dosent do a check! By Federal law if the customer deny and don’t wanna discuss other services , then you cant! Bam!!
I feel for sales folks and the mental gymnastics it requires to push products you know to be inferior. Fiber Internet is the only decent service we sell, and of course it is only for the neighborhoods the brass in Dallas deem worthy. Every other product in the portfolio is 3rd or 4th best.