The Ghost of Ernestine the Operator
AT&T is in competitive space. Understatement.
Before I decided to swing by its Austintown, Ohio retail branch I had considered Verizon and T-Mobile. But, since I had been contracting with AT&T for wireless service for several years, I defaulted to habit.
Immediately, I regretted that yesterday. I felt back in the era of Ernestine the Operator. Her ethos of customer service was take it or leave it — and she knew we weren’t able to leave it.
The night before I had called the AT&T branch on 6000 Mahoning to get information about switching from an iPhone with the many features I wasn’t using to a more simple (less expensive) one. The account rep was helpful.
When I went into the store the next morning, I thanked the sales clerk for the information the night before. Holy cow, I perceived he barked at me, saying he hadn’t been working last night. Nice start to a sales transaction. Where has gracious gone?
Things got worse. A seemingly bad attitude was just part of it.
For instance, I asked him to explain how to operate the phone. It wasn’t until I had returned to my home office that I found out his explanation wasn’t comprehensive. Understatement. I took out the directions in the box. OMG, they were way way off. Cute.
I need my phone. I rushed back to the store. I asked for the manager. She showed me the features I needed to know. At least more than the sales rep had. In the process, she noted that I was “yelling.” You bet I was.
I am now the loudest voice in the room about the shabby sales and customer service at AT&T. I contacted the powers that be at AT&T Mobility about that specific account representative.
Meanwhile, last night I had to call AT&T technical four times about how to navigate the texting feature. Neither the manager nor the formal directions had been useful on that.
Takeaway: Shop around before sticking with your current wireless service provider.
Attention is the currency of the 21st century. Jane Genova helps you get it for products, services, points of view, causes, branding, careers after-50, and college admission.
In addition, this blog welcomes sponsored content.
Free consultation email@example.com