AT&T customer service is the worst ever! The standard reply is “I can’t help you”!! Stankey needs to have a talk with his direct report that is over customer service. Better yet go in the field and try to solve a customer service problem. The reps are terrible!!!!
It’s a total clown show!!
Stankey and his c-suite pals are insulated from the day to day operations of the company.
In the past, each company had their own systems, tools, products, contracts, etc and platforms. Ask former Ameritech, Bell South, or even Pac Bell employees about their customer service before the acquisitions…the craziness didn’t happen until the companies tried to squeeze all these companies together into ONE ATT. And this is what you get! It’s like trying to build a Jenga puzzle with missing pieces. Ask former BS about their CRM platform or Ameritech. Their tools worked and their employees knew their jobs. But now It’s messy and the fix is not simple. But I agree, it is not fair to point fingers. These issues were here long before most of the people working in call centers today.
T has never focused on the customer.
I believe its a SBC issue. BS would do what it took to make the customer happy. I do not know about AmeriTech, etc
@iked: An unfounded and untruthful comment to blame diversity as the culprit. Poor customer service has been T’s Achilles heel for at least 2 decades. And yet everyone plays the blame game internally…I’m sick of hearing how pathetic service is from field service people, or operations complaining about sales people. Here’s why: You have NO idea what those jobs entail so shut up about ‘diversity’ or ‘dialect’ or …. And yet you come here and expect the CEO to handle service calls?!? You’re tripping!
So until you walk in the shoes of those you so sarcastically criticize, keep your trap shut, it keeps the flies down! A friggin’ uneducated pole climber !
att stores suck the most in terms of service
Customer Service is too full of diversity to be good. They focused on the wrong qualification in hiring.
Anybody above level 6 should be required to have their spouse do all the family's ATT orders. The problem is that upper mgmt has special handlers that handle all their ATT accounts.
Bottom line, if you work in CARE or support, it’s always a push to cut costs. They haven’t made any investment in improving systems or fixing issues. Most of the time these groups receive $0 funding. The agents are told to cut call handling times and not dispatch if possible. All the money goes into sales and marketing. The bosses are too stupid to realize that happy customers means less cost per acquisition.
you obv haven't entered an att store. absolute horrible service esp from certain ethnicities
Leadership rewards Care for cutting call handle times, and keeping labor rates cheap.
What exactly do you think the response to that incentive structure will be? LOL
yep don't miss having any att services at all and will never go back if they gave it to me.
Customer Service is Comedy Store skit. Some of the stuff they do you couldn’t make up!! They need a dialect coach!!!!
The poor quality customer service complaints are, unfortunately, in most cases … legitimate. But these are problems that have a long history. There are major corporations who do a much better job of training and
educating their employees who deliver exemplary customer service, like American Express.
Perhaps the multitude of systems, organizations, products, services, billing tools, platforms within ATT is part of the problem.
However, you can’t expect a service rep in a call center who has no knowledge of legacy products like Centrex as an example to address a customer’s issues if they only know about mobile phones and plans. The products that we sell customers are often complex billing wise and otherwise.
Can we do a better job of servicing our customers …absolutely. But a few weeks of training a service rep and expecting them to have the full breadth of product and service issue knowledge is unrealistic. We need to educate and train better.
But don’t suggest the reps are willfully ignorant.
BTW My background is enterprise sales so I am intimately familiar with dealing with irate business customers who’ve had miserable customer service from ATT.
Stankey probably has never done a self install or field install in his whole career. The top management is a collection of PowerPoint presentation millionaires. The irony is they don’t even have the skills to create a Power Point.
Customer service is so bad they couldn’t give you the correct time!!
COR stores can only do so much! They have taken away all we can do! Management is scared to give credits because then they will be on a report! ARSM"s say take care of customers! Next word from manager is NOT to access the customers account for fear of bad cust service surveys! Then you put them back on phone with "PEGGY" over seas and starts the cycle all over again!
Did you just get off the phone canceling DTV service?