AT&T Customer ServiceTraining Seminar

Bill MartinezMcKinna Baxendale

Kayla ParkJosh Gold

Douglas To

Day One

Welcome

AT&T

Overview

Welcome & Thank youOpening ActivityHistory of AT&TWhy your here

Importance of Customer ServiceRole play activity

Importance of time managementSummary

Team Activity # 1

Activity Description Time Guideline: 15 minutes

This is to promote immediate involvement and immersion into the learning process. Participants will

demonstrate teamwork, understanding, and cooperation. It will reflect the importance of sharing the workload and delegating tasks to all involved in the process and will allow for a creative mix at each

location within your training session.

Break Time

The History of AT&T

AT&T's roots stretch back to 1875, with founder Alexander Graham

Bell's invention of the telephone During the 19th century, AT&T became the parent company of the

Bell System, the American telephone monopoly. The Bell System provided what was by all accounts the best

telephone service in the world.The system broke up into eight companies in 1984 by agreement

between AT&T and the U.S. Department of Justice.

From 1984 until 1996 AT&T was an integrated telecommunications services and equipment company,

succeeding in a newly competitive environment. Today, AT&T is a global networking leader, solutions to

enterprise and government customers. Additionally, as AT&T pivots away from traditional consumer services, the company

continues to offer consumers and small businesses a breakthrough alternative to traditional services .

A Little More History

Why Your Here…

As a company AT&T has strayed away from traditional customer service.

Is This Good, Bad or Both ?

User Reviews, Ratings and Comments

AT&T Wireless customer service is ranked #167 out of the 677 companies that have a CustomerServiceScoreboard.com rating with

an overall score of 48.41 out of a possible 200 based upon 898 ratings. This score rates AT&T Wireless customer service and

customer support as Disappointing. NEGATIVE Comments

756 Negative Comments out of 898 Total Comments is 84.19%. POSITIVE Comments

142 Positive Comments out of 898 Total Comments is 15.81%.

Break Time

Team Activity # 2:

You’ve Got the PowerActivity Description

Time Guideline: 15 minutes

A wonderful way to move discussion and interactivity along by having the participants

themselves select the individual who will lead a discussion, answer the next question, and be a

team leader, etc.

Importance of Customer Service

Gaining a Focus on Service ImportancePositive Word of Mouth

The Impact of Negative Word of MouthThe Damaging Cost of a Lost Customer

Lost Customers = Lost Jobs!Customer Service Core Competencies

THE ULTIMATE GOAL...

We all encounter substandard service regularly, and much of that poor service is because of poor attitudes and inappropriate behaviors of employees. Companies make business decisions with not enough thought put into how it will impact their customers. Satisfactory service is a commodity, a raw material, not the key differentiator between competing companies. Only consistently exceptional service separates one business for another.

Gaining a Focus on Service Importance

Positive Word of Mouth 

Logically it makes sense to focus on satisfying the customers you already have. Personal recommendations of

other people have the most impact on what and where people do their shopping

The Impact of Negative Word of Mouth

Substandard customer service continues to damage companies. With todays social networks, e-mail, and blogs, poor service experiences are quickly posted. Broadcasting their bad service experiences spreads through out cyberspace where everyone can see.

The Damaging Cost of a Lost Customer

Lost Customers = Lost Jobs!

Customer Service Core Competencies

THE ULTIMATE GOAL...

The Ultimate Goal is to not only get new customers but keep the loyal ones you already have. Customer loyalty achieved through positive relationships is the highest goal of our service efforts.

Summary & Questions End of Day One

Lunch