Why, buy just why cant the uppers listen to the front line people! The ones who deal with the issues of the BS of the companies bad mistakes! Customer faces employees deal with the public one on one and the issues. Would be nice if someone cared instead of some useless survery!
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Truth! I work in COR and 2 things we have to (slam) sell is next up and protection. Next up is where a person can upgrade in 15 months vs 30 months or paying the phone off in full. Next up is an additional 5.00 per month on top of the installment plan. The quota is to be at 75% or higher on next up. Needless to say, the large majority of customers don't want to upgrade in 15 months, so we just quote the the installment price including the additional 5.00. If a customer does not upgrade early, then that is an additional 150.00 they are paying for the phone and the chances are, they don't even know it. If we don't get them on next up, then we get coached and documented on not hitting goals. Don't get me started on the overpriced protection aka Insurance.
Hearing about these unethical practices embarrasses me to be an ATT employee! That is not only reprehensible, but disgraceful as well! These are people that never cared about T, but only putting more $$$ in their own pockets. You want T to care about the retail employees, yet the retail employees obviously don’t care about T! How ironic...!
As a former retail employee, I have to say while I agree with your comments, most, not all, but most retail employees create many problems for customers. There is so much fraud in retail, the managers encourage it, ARSMs turn a blind eye just to get the almighty “numbers”. Throw a couple ATT TV accounts on a customer without them knowing? No problem. Add a new line instead of upgrading without the customer knowing, no problem. Set up business accounts for customers who don’t own businesses, no problem. The list goes on. These reps/ managers are applauded, recognized for being “great”, while the few ethical employees watch, get discouraged, written up, pushed out etc etc. The culture changed around 2015-16. We used to have fun at work, parties for engagement, great local leadership but those great leaders got smart and moved elsewhere. And no I’m not a disgruntled employee- just stating facts.