Smart, Friendly, Fast Service

AT&T Training: Back to the Basics of Customer

Service

2012 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

Legal Disclaimer
Throughout these materials, persons who are involved in training are referred to as trainees, instructors, or
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2012 AT&T Intellectual Property. All rights reserved. 10/14/15
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Introduction
Back to Basics training is geared toward improving
your TACR!FT performance metric by focusing on
employing basic customer service principles like
being courteous, treating customers with respect,
and resolving their issues in order to drive improved
customer satisfaction and deliver the WOW
factor.
This particular module is a rededication to the
promise of delivering a Smart, Friendly, and Fast
customer experience every time. Use The AT&T
Customer Rules! as your roadmap as you
demonstrate your passion to serve.
The evidence of delivering a great customer
experience is high TACR!FT scores and an
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increase in customers willingness to
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Creating an Effortless Customer Experience

A cultural change is occurring in the way that AT&T and its
vendors address AT&T customers concerns. You must now
view every interaction through the customers eyes and
strive to ensure an effortless experience for every
customer. Every interaction
with every customer should have these attributes:
Take ownership of the issue.
Display courtesy.
Demonstrate knowledge and expertise.
Handle the customers request in a timely manner.
Handle the customers request to completion.
Back to Basics training focuses on methods to align yourself
with this cultural change and improve your TACR!FT scores.
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Learning Objectives
Upon completion of this training, you will be able to demonstrate
improvement in your TACR!FT performance metric through meeting these
learning objectives:
Identify AT&Ts Our Vision, Our Brand, Our Promise.
Explain the connection between The AT&T Customer Rules! and
Smart, Friendly, Fast service.
Describe how to deliver Smart service.
Describe how to deliver Friendly service.
Describe how to deliver Fast service.
Explain the role of discovery questions in delivering Smart, Friendly,
Fast service.
State AT&Ts Our Sales & Service Promise.
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AT&Ts Our Vision, Our Brand, Our Promise

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Quote

We are what we repeatedly

do. Excellence, then, is not
an act but a habit.
Author Unknown

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Class Activity
What does delivering a SMART,
FRIENDLY, FAST customer
experience mean to you?
How does SMART, FRIENDLY,
FAST fit in with your AT&T call
flow?

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acti
vity

Activity Debrief
Review what you and your
classmates created to
illustrate the three pillars of
AT&Ts Our Sales &
Service Promise:
Smart
Friendly
Fast

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AT&T Customers Expectations (What and How)

The AT&T Customer Rules!

Smart, Friendly, Fast Service

The AT&T Customer Rules! tell you

WHAT customers want you to do:
Take ownership and show you
care
Be responsive and deliver
Do it right
Make it seamless
Meet your commitments

Smart, Friendly and Fast is HOW

customers want you to interact with
them:
Resolve the customers issue
Offer the right solution
Educate and promote self-service
Be courteous
Respect the customers time

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How To Deliver Smart Service

SMART

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Resolve the customers current

issue and meet future needs to
ensure last call resolution
Offer the right solution
Educate customers, provide
options, and promote selfservice (Solution Sender)
Be knowledgeable, follow
processes, and use your tools
Act as One AT&T: use we
instead of they

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How To Deliver Friendly Service

FRIENDLY

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Be courteous and show concern

for customers needs
Explain what you are doing on
the call to resolve the
customers issue
Thank customers for their
business
Listen and personalize
interactions
Answer all customer questions
Be enthusiastic and demonstrate
a positive, I can help attitude
Make sure customers know what
to expect

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How To Deliver Fast Service

FAST

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Respect customers time

Be prompt
Be crisp
Be accurate
Do it right the first time
Promote self-service solutions

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The Role of Discovery Questions in Smart, Friendly,

Fast Service
AT&T customers are not
one size fits all, so you
must be smart in the way
you pair the needs youve
discovered with the right
AT&T service to
meet those needs.

SMART

FAST

Courtesy and attentiveness

goes a long way in helping
customers receive your
recommendations, so you must be
friendly as you talk with the customer,
building rapport and probing for needs
and uses of the service(s) within the
household.

Paying good attention

and using the customers
answers to help inform
your next strategic
questions will help you be
fast and not waste the
customers time focusing on
things that are not
important
to that particular customer.

FRIENDLY

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Video
You will now hear what an AT&T
Senior Vice President has to say
about delivering Smart, Friendly,
Fast service on every interaction.
Take notes and be prepared for a
class discussion after the video.
Listen for something that resonates
with you.
Play Video

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Taking Advantage of Advortunities

An advortunity is an opportunity that comes from adversity, which is a
state of hardship.
As an agent in a call center environment you face
hardship and challenges every day as you work hard
to balance the pressures of AT&Ts AHT goals and
sales targets with meeting customer needs. But you
have an advortunity on every call; you must get
creative and innovative to work within the
parameters you have and still be Smart, Friendly,
and Fast, delighting each and every customer.
Its easy to be Smart, Friendly, and Fast when
Whats your
resolving a simple issue for a customer who is happy,
AQ?
but this is not reality on most calls. So think about the
solutions you can provide to customers to turn your
advortunities
around!
Page
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CORE Dimensions of the Adversity Quotient

Develop these CORE dimensions to enhance your AQ (Adversity
Quotient) skills and help strengthen how you deal with challenging
situations:
C = Control (recognize that if you have at least some control
you can turn an advortunity around, so determine what facets
of the situation you can influence and focus on the solution
instead of the issue)
O = Ownership (focus on what YOU can do and where/how
YOU can step up to get the most immediate traction in any
given situation)
R = Reach (acknowledge that it is what it is and minimize
the downside/maximize the upside while keeping the outcome
in reach)
=30Endurance (focus on the light at end of tunnel and work
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to get past the adversity as quickly as possible)
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CO
RE

AT&Ts Our Sales & Service Promise

Deliver a Smart, Friendly and

Fast customer experience
Resolve the Customers Issue
every
When time.
a customer has a good experience with a company theyre
likely to spread the word to 1 other person they know.
A bad customer service experience is likely to be told to 10 people!
Offer the Right Solution
A recent survey revealed that 82% of respondents stopped doing
business with a company due to a poor customer experience.
And, 40% went to a competitor because of the companys customer
service reputation.
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AT&Ts Our Sales & Service Promise, continued

Educate and Promote Self-Service
Companies that make customer service #1 usually see
12 times the return on sales.
And, 70% of buying experiences are based on perception.
Be Courteous
Studies show 90% of customers who feel disappointed by a
company wont buy again.
7 out of 10 will switch to another company because of terrible
service.
Respect The Customers Time
Its just a fact; it takes 10 great experiences to make up for 1 bad
one!
A typical company gets about 65% of its business from existing
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customers.
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Class Activity
Think of an example when you
were provided SMART, FRIENDLY,
FAST service. Recall how important
and perhaps memorable the
experience was for you.

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acti
vity

Activity Debrief
Everyone has an example of a
good customer service story
to tell. These are the stories
youll want your customers to tell
about you/AT&T.
Remember the tremendous
impacts of positive word of
mouth and exceptional customer
service:
Happy and loyal customers
Improved TACR!FT
Growth in AT&Ts business
Job growth
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Make the Commitment!

I commit to AT&Ts Our Sales &

Service Promise of delivering a
Smart, Friendly, and Fast
customer experience every
time.
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Recorded Call Example

You will now listen to an actual
recorded call.
Please pay close attention, take
notes and be prepared to discuss
your thoughts with the class.
Recorded Call
Agent Behavior Checklist

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Call Debrief
1. What could the agent have done
differently, related to Smart,
Friendly, Fast service?
2. If you were the customer, how
would you feel about the service
you were provided by AT&T?
3. What opportunities did the agent
have to improve the customer
experience and TACR!FT?

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Class Activity Your Call to Action

Its time for your Call to Action!
Effective with your next call, what
are you going to do differently to
create an effortless customer
experience and improve your
TACR!FT results?
What behavior will you work hard to
change, related to delivering
Smart, Friendly, and Fast service?
How will you deliver the WOW
factor?

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acti
vity

Activity Debrief
Its time to declare your Call
to Action your commitment
to improve TACR!FT and the
AT&T customer experience.
Lets hear from YOU!

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Summary
As you know, the purpose of Back to Basics training is
to improve your TACR!FT score through a rededication
to those basic customer service principles that
create an effortless customer experience, such as
Smart, Friendly, Fast service.
You have been given the tools and techniques to
reach that goal. Now its up to YOU.
Challenge yourself to deliver the WOW factor in the
service you provide and find an opportunity on every
call to face the AT&T customer service crisis head on
and drive improved customer satisfaction.
Remember that evidence of delivering a great
customer experience is high TACR!FT scores
and
an increase in customers willingness to
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recommend AT&T to others.
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disclosure outside the AT&T companies except under
written agreement.
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Learning Objectives
You should be able to demonstrate improvement in your TACR!FT
performance metric by having now met these learning objectives:
Identify AT&Ts Our Vision, Our Brand, Our Promise.
Explain the connection between The AT&T Customer Rules! and
Smart, Friendly, Fast service.
Describe how to deliver Smart service.
Describe how to deliver Friendly service.
Describe how to deliver Fast service.
Explain the role of discovery questions in delivering Smart, Friendly,
Fast service.
State AT&Ts Our Sales & Service Promise.
Page 28 of 30

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written agreement.
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Check Your Knowledge

In order to receive credit for this course you must complete a
knowledge check consisting of 10 multiple-choice questions:
Access the LSO at https://ecorp.sbc.com/irj/portal and enter your
Global Logon information.
Click Employee Services or Contractor Services at the top of the
menu.
Click Learning Solutions at the top of the menu.
Click on Manage My Learning at the top of the left menu.
Under the Find heading, enter course number 60715606 in the
Course Number field. Then click the Find button.
Click the CS Back2Basics Smart, Friendly, Fast link in the Course
column.
Click the CS Back2Basics Smart, Friendly, Fast link in the Links
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to More Information section.
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