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AT&T Customer Service Training Seminar

AT&T Customer Service Training Seminar. Bill Martinez McKinna Baxendale Kayla Park Josh Gold Douglas To. Day One. Welcome. AT&T. Overview. Welcome & Thank you Opening Activity History of AT&T Why your here Importance of Customer Service Role play activity

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AT&T Customer Service Training Seminar

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  1. AT&T Customer ServiceTraining Seminar Bill Martinez McKinnaBaxendale Kayla Park Josh Gold Douglas To

  2. Day One

  3. Welcome AT&T

  4. Overview Welcome & Thank you Opening Activity History of AT&T Why your here Importance of Customer Service Role play activity Importance of time management Summary

  5. 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.

  6. Break Time

  7. 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.

  8. A Little More History • 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 .

  9. Why Your Here… As a company AT&T has strayed away from traditional customer service. Is This Good, Bad or Both ?

  10. 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%. User Reviews, Ratings and Comments

  11. Break Time

  12. Team Activity # 2: You’ve Got the Power Activity 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.

  13. Importance of Customer Service Gaining a Focus on Service Importance Positive Word of Mouth The Impact of Negative Word of Mouth The Damaging Cost of a Lost Customer Lost Customers = Lost Jobs! Customer Service Core Competencies THE ULTIMATE GOAL...

  14. Gaining a Focus on Service Importance 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.

  15. 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

  16. 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.

  17. The Damaging Cost of a Lost Customer

  18. Lost Customers = Lost Jobs!

  19. Customer Service Core Competencies

  20. 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.

  21. Summary & Questions End of Day One

  22. Lunch

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