Thread regarding AT&T layoffs

The 'Hi cutie' (s-xual) and the shady sales techniques (fraud) truly sound like violations of the company's own code of conduct. Do your best to find an alternative job and get out as soon as you can. Good luck to you.

Run

GET OUT!!!! FOUND ANOTHER JOB. You will lose your commission after the customers calls in and the customer service rep has to remove everything you did. They have a whole new group that HAS to clean up the extra line they sold the customer with the installment plan when they could of upgrade on an existing line. in the end, ATT loses thousands in Credits what the store shady sales, but cutting down on how much credit now.

Get out while you are young be looking for something else while working on your down time att does not care about you or there customers managers don’t care hr neither I was there for 20 years and left make triple now I was tired of doing the right thing I had ethics and managers hated it I would not do the fraud or fake business lines or turn personal into cru I sold everything from phones to tv service in retail it su-ked the life out of me the observations which was your word against there’s and union was a joke wish I had my dues back leave go into a trade or health field stay away from phone companies when it was bellsouth they cared the company is a cesspool they hire crooks who all they want to do is tack on services worse than wells Fargo just has not caught up to them yet

They don't try to cram extra stuff at TMobile. Try to work there.

My wife and son went to a cor store a month back and this is 100% true. Before they left I told them No insurance, No Next. They get home and guess what they were told they had to get. It’s a giant pain to get next removed too because call centers can’t remove it till after BRE is up. It’s so shady. I complained to some retail ops folks and they said because they were told and agreed to it there is nothing that can be done. I guess my wife just didn’t want to cause a scene and went with it.

Have your RSM email you what his/her expectations are of you. If they truly feel that telling customers the phone comes with protection plan then they will have no problem putting it in writing. I would also review what they enter in mycoach for you. Does it literally say that?

Culture is hopelessly broke in retail. For your sanity and psychological well being I would look for something else.

Document, document, document EVERYTHING !!!
Every interaction with any and all customers, document........
Every interaction with asm or rsm, document........
ESPECIALLY any interaction with anyone in HR....

You need to make certain you are playing by the same rules as the company.
Direct and 2nd line supervisors MAIN duty is to build a case on every employee they supervise or observe. How do they do this, document, Document, DOCUMENT.
They are not out to get you but they are directed to be prepared, just in case..

YOU must play by these same rules, document everything, every word. Especially when you complain to any supervisor about any perceived har@ssment from customers or employees. ESPECIALLY if your complaints, in your opinion (that's all that counts), land on deaf ears or nothing satisfactory to you is done about your complaints.

It's a terrible game and it will eventually be the downfall of all of us but, if you are lucky enough to be able to "check any boxes" you have to use any advantage you have.

Just keep telling yourself to do the best job in your group, and you must protect your employment because it's not just you that depends on it...

Also, always keep a look out for opportunities in other companies.

Best of luck to you.

I used to work in cor. In sales, you must be confident, transparent, and most importantly, ABC.

They’ll make you into a chronic liar or help you find the door. You’re choice…

I believe what you described is now sadly the norm and finding people trying to do the right thing is a rare exception that will not survive. It is why it seems 9 out of 10 people are not happy with AT&T customer service because there is no service , it is all extreme levels of sales at all costs and cramming when selling fails. The only whisper of customer service at AT&T is just trying to get someone to drop their guard long enough to cram in another item the customer didn’t want.

At some point there will be no one left that goes to an AT&T store because of these experiences, and that channel will shut down for good.

This philosophy and strategy starts at the top so I don’t even blame the middle or lower management anymore. They are all conditioned into this false sense of reality they are doing the right things to drive revenue - and do not realize the short term check box gains are what is destroying this company via death by 1000 cuts.

But it is becoming like this across all the carriers, so best to just get out while young and change industries before you become numb and lose a sense of wrong vs right in the career of sales.

Not much the company can do if customers are calling you cutie, stand up for yourself if it bothers you or ask a coworker to takeover. For most older guys it’s just a compliment, like talking to their granddaughter, nothing more unless you try to make it. They will usually will stop or say sorry if you speak up. As an older male, I get called sweetheart or honey by a lot of women in sales or service industry. Don’t think nothing of it, It was and still is common when I grew up.

This me too, feminist war of words has gone too far. It cheapens those that have been really harassed or se-----y as--ulted, both men and women. I was se-----y abused by a woman when I was young so, it goes both ways. It happens a lot to men too, they don’t talk about it.

This isn't a one time thing. All of COR does it. If you say otherwise, you're just embarrassing yourself.

You be true to yourself. Your approach was the most customer focused. Don’t let this culture gas light you into thinking otherwise.

It IS wrong and they are coaching you to commit fraud. It is also unfortunately common. Your RSM won’t back you if you were to do what he asked and then a customer makes a complaint, you’ll get fired. The company actually requires you to report unethical conduct like this. If you don’t , YOULL be possibly terminated if it’s found you said and did nothing. Whole retail stores have been let go for these kind of practices. You’re between a rock and a hard place. Honestly I’d report your RSM and the ASM. They are only looking out for themselves and their bonuses and willing to have you risk your job and your ethics. Get it on record. Get the s-xual harassment on record too. Then they will not dare threaten to fire you. They will be on notice you’re not to be trifled with.

This is the culture unfortunately, and there is no room for feelings or doing the right things for customers anymore. The management cares about numbers and numbers only - how you get there - is up to you. We can no longer do the right thing for customers and each transaction needs a backpack full of products brought out to the customer. The best thing you can do is offer all the products we sell in each and every transaction, this way you are offering the products for the observation that the manager is doing.