MARKETING 1010: ANN COKER

AT&T Customer Service Seminar

Bill Martinez McKinna Baxendale Kayla Park Josh Gold Douglas To 11/27/2013

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Table of Contents Agenda ..................................................................................... 3 Day One .................................................................................. 4 AT&T Customer Service Training Seminar ...... 5 Welcome ................................................................................. 6 Overview................................................................................. 7 Team Activity # 1: .......................................................... 8 The History of AT&T...................................................... 10 Why Your Here .............................................................. 11 Ratings and Complaints .............................................12 Team Activity #2 ............................................................. 13 Importance of Customer Service......................... 14 Gaining a Focus on Service Importance ..........15 Positive Word of Mouth ...............................................16 The Impact of Negative Word of Mouth........... 17 The Damaging Cost of a Lost Customer ..........18 Lost Customers = Lost Jobs! ...................................19 Customer Service Core Competencies............. 20 THE ULTIMATE GOAL... ...............................................21

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Summary & Questions ................................................ 22 Day 2....................................................................................... 23 Welcome back! ................................................................. 24 Review .................................................................................... 25 Overview............................................................................... 26 5 Issues ................................................................................. 27 Reasons why? ................................................................... 28 Let's improve ..................................................................... 29 Do you remember?........................................................ 30 Any Questions? ................................................................. 31 Thank you! .......................................................................... 32 Certification ........................................................................ 33 End of day 2. ..................................................................... 34 Training Certificate ........................................................ 35

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Agenda

Day One 9:00-9:15 am: Welcome 9:15-9:30 am: Overview 9:30-9:45 am: Team Task Activity 9:45-10:00 am: Break Time 10:00-10:30 am: History of AT&T 10:30-11:00 am: Why Your Here 11:00-11:15 am: Break Time 11:15-11:30 am: Team Activity 11:30-12:00 pm: Importance of Customer Service

Day Two 9:00-9:15 am: Welcome 9:15-9:30 am: Review 9:30-9:45 am: Overview 9:45-10:30 am: 5 Issues 10:30-10:45 am: Reasons why? and Lets improve 11:00-11:30 am: Do you remember activity

11:30-12:00 pm: Questions, thank you, and Certification

12:00 pm Lunch

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Day One

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AT&T Customer Service Training Seminar

Bill Martinez McKinna Baxendale Kayla Park Josh Gold Douglas To

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Welcome

AT&T

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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

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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.

Learning Objectives Participants will be able to:

1. Demonstrate the necessity to work together to accomplish a task 2. Identify a leader and demonstrate the importance of being a cooperative follower. 3. Determine that it is easier to work together rather than go it alone to succeed. 4. Acknowledge that the program will be educational and enjoyable.

Method of Instruction
Select an area in the training room where participants can form a single straight line. Instruct them to line themselves up according to the years of service they have within their organization, starting with the individual with the most years of service. Identify that individual and designate where they should go to position themselves. Instruct the rest of the group to communicate among themselves and to accomplish the task now. When they are lined up, have them say the number of years of service aloud for all to hear. Thank them and then ask them to remember the number you assign to them. Depending on the number of tables (we prefer round ones), count off to that number. For example, 5 tables means you want to count off to 5 and then repeat the process in the line assigning one number to each person. When finished, announce that those with #1 are to sit at a particular table (which you now identify), #2s at this table, #3s here, and so on. Participants should now take their seats. Now, ask them what they just did. What happened? Why did we do it? Suggested answers:

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Divided up the years of service at each table with a good balance to promote a good mix of ideas Demonstrated good teamwork and cooperation to get the job done Now, ask them to take a good look at the team members at their table. Instruct them to point at the most responsible-looking team member at the count of 3. Say, 1, 2, 3, go! Majority rules. Instruct the newly delegated team leader to delegate some responsibilities to the other members of their team. This is an excellent time to have each team get their own books, materials, whatever they need for your particular program. Each team member should be delegated a task. Again ask, What did we just do? Why did we do it? Then say, In the world of customer service there is so much to accomplish. We cant go it alone. We cant do it all by ourselves. We desperately need each other to get the job done and fulfill the needs of our customers. Also, depending on our talents, knowledge, and skills, we will be called upon at times to a role of leadership. In that capacity we need to utilize the rest of the team. As followers, we need to cooperate and support the leader realizing we may assume that role at any given time and will request the support of the team at that time.

Notes, Insights, and Variations

When sharing the number of years of service, you may want to make note and add up the total to share with the group. No one can ever take away those years of work, dedication, and experience and it represents a tremendous amount of wisdom that we want to bring out in the program. Please allow yourself to share that wisdom. This is such a great way to get all participants interactively involved, working together, and having fun right from the get go while making some critical points. It sets the stage for ongoing involvement and cooperation throughout your workshop. Everyone realizes that their participation helps the entire group succeed. This could be a good way to begin discussing that excellent customer service should be everyones job. Ask, What happens when an individual does not pull their weight or do their part? possible answer: Raises stress, anxiety, frustrations, workload of entire group Ask, What happens when each individual does their part? Possible answers: Lowers anxiety, stress, frustrations Makes for a better work environment

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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, in 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.

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Why Your Here

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

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Ratings and Complaints

Ratings:
AT&T Wireless customer service is ranked #167 out of the 677 companies. AT&T got an overall rating score of 48.41 out of a possible 200 based upon 898 ratings WithCustomerServiceScoreboard.com. This score rates AT&T Wireless customer service and customer support as Disappointing

Complaints:
Terrible experience! Phony website! I thought this was free Billing for non-existing services! Will not let me out of a contract Continuous harassing phone calls No one would listen to me at AT&T I thought this was a free service. Please cancel Bill Payment This is really crappy service!

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Team Activity #2
Youve 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.

Learning Objectives
The purpose of this activity is to have participants themselves select from their peers who will have responsibility to do any of a variety of tasks. It helps to share the workload, spread leadership responsibilities, and get everyone involved.

Method of Instruction
This is a very simple, yet powerful activity. You will need a nerf ball or soft stuffed animal or some other soft creative item. It needs to be soft because participants will be throwing this around the room to each other and you dont want any injuries. Hold up the item you have selected (for the purpose of this explanation, well call it a ball). Say this represents the power. Whomever is holding it has not only the ability but the responsibility to lead. You select the first individual to turn the power over to stating that when they are finished with the task at hand, they may then select the next individual to turn over the power to. It is their choice and no one elses because they have the power. As you say this, throw the ball to the individual you have chosen.

Notes, Insights, and Variations

This is a fun activity that easily complements many activities. It can be used for review of portions of materials already covered, running through a list of questions with each individual with the power taking one of the questions, etc. Be creative, have fun with it!

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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...

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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.

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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

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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 throughout cyberspace where everyone can see.

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The Damaging Cost of a Lost Customer

What happens when poor service causes a customer to quit being a customer? The ripple effect of their experience is not just one person; it affects everyone that the customer tells about the bad service. If you lose one customer you stand to lose, many more by word of mouth. One customer tells 11 others, who tell 5 more each, So the total of people knowing about your bad customer service, is 67.

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Lost Customers = Lost Jobs!

If you start losing customers it starts to affect your profits. If you start losing profits you have to start laying employees off

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Customer Service Core Competencies

The Ability to Communicate Effectively: Every encounter with the customer begins with communication. Acceptance of Ownership: People are more engaged in their work if they own the outcome. The Ability to Use Empowerment Once employees feel a sense of ownership for a job, they must be giving the chance to show authority. The Ability to Manage Knowledge Knowledge management deals with how employees learn how to do new things in a new way. The Ability to Manage Change Ongoing service excellence requires flexibility. Predisposition for Continuous Improvement A prerequisite to any rational improvement is feedback.

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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.

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Summary & Questions

Today we talked about our company: We talked about: The History of AT&T Why youre here The Importance of Customer Service The Importance of time management

End of Day One LUNCH

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Day 2

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Welcome back!

Great everyone and thank them for coming back.

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Review

Ask the room what they remember from yesterdays class.

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Overview

Explain what the agenda is for the day, and the time band.

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5 Issues

Speed Define speed and what it can do for you

Ownership Define ownership and explain more about it.

Attitude Define attitude explain more about it.

Empathy Define empathy and how can affect us as a company

Knowledge Define knowledge and how it can be put to good use.

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Reasons why?

Explain the reason why the 5 issues are what they are

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Let's improve

Explain to the group on what we can improve on and how we can do that ask if they have any ideas while we are doing this.

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Do you remember?

Simple ask a question about we discussed throughout the day See if anyone in the group can answer them If they answer it correctly they get a piece of candy as their reward. So on so forth through the game.

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Any Questions?

Ask if there are any questions amongst the group answer an questions that may come out.

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Thank you!

Thank everyone for attending the program and wish them good luck and hope that they will take sorting away from this experience.

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Certification

Hand out certification award to everyone that has shown up both days and participated.

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End of day 2. Lunch

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Training Certificate

This Certifies That

Has Successfully Completed Training In AT&T Customer Service On December 2, 2013