Tuesday September 15, 2015

AT&T Employee Tells Why Reps Fail Customers

To be fair, you could replace "AT&T" with the name of damn near every cell phone / broadband / cable provider on the planet and this story would read the same.

"You are right to request a user ID [of the rep]. However, it does not help, as every account is noted with the ID of the rep, and management does nothing to discourage the reps’ behavior (as the manager’s pay also is negatively affected by each disconnect their rep does). "This goes all the way up to sales center manager, general manager and VP. None of the higher-ups care or do anything to stop it.

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