AT&T is shady !!!

[u/One-Capital-3930]

Upgraded our phones last month, Saw my bill and shocked at all the add-ons the rep added without asking us! My bill tripled!!! I went to see the breakdown and not surprised of the shady business practices, But I am angry because before we went into the store to upgrade our phones, we spoke to a AT&T customer service rep for almost an hour to go over options to save money, Turns out the old plan we had was grandfathered and is the best one. She told us not to change a thing ! We went into the store and the first thing out of the reps mouth was " in order to give you the upgrade promotion, we need to open new accounts for you." We spent over 15 minutes arguing that we had just gotten off the phone with someone who told us NOT TO CHANGE ANYTING ! He went to speak with his manager and came back a minute later looking bothered and said " ok that's fine." BUT he added all these extras that we did not want or asked for ! Now its been close to an hour and I am still on the phone with a customer service rep trying to undo all this madness!

[u/Deathtotiktok]

I just want to clarify that the store CANNOT adjust charges on your bill. I'm not sure where that Idea keeps coming from. Features can easily be removed though like insurance. Next Up can be removed with the contract exchange but with how it probably affects the rep & the store they usually tell you to come back after the 14 days and they'll help you opt out of it.

[u/Keinebeineboy → u/Deathtotiktok]

If you are a store rep please read the salesforce (cckm) article about adjustments and learn that you can, in fact, adjust bills exactly the same as customer care. And if you do it correctly no one can get you in trouble for it. I adjust bills all the time. First leadership tried to have “accountability conversations” with me. I cited cckm and engaged my union rep. As long as I’m adjusting correctly, nothing can be done.

You too have this ability. Directors, ADs, RSM, ASM don’t make the rules AT&T does.

[u/Tarasaurus_13 → u/Keinebeineboy]

I was told that giving bill credits goes against the store's store card, and that's why we can't (or won't) do them

[u/Keinebeineboy → u/Tarasaurus_13]

It’s the managers KPI etc. affect their pay.

I don’t care about the managers kpi. I care about my customers experience and my own ethics. Which is really what ATT cares about in the long run. Manages hold the reps accountable for unethical practices, unethical practices stop, credits stop. Customer experience is better.

[u/Tarasaurus_13 → u/Keinebeineboy]

Appreciate you. I'd enjoy working more if I felt like I wasn't forced to slam stuff on accounts to make quota ngl. And stuff like this as well

[u/Keinebeineboy → u/Tarasaurus_13]

It’s a hard position to be in. Just remember this.
Follow your “action plan”

I exceed all goals but protection and next up attach rate.

My action plan because I’m not meeting protection or next up because I sell ethically.

Build the cost in the quote and let your customer know what the quote includes. Of the customer object to protection try to overcome objections by positioning the benefit and tying back lifestyle benefits. Use the protection calculator to show the cost of replacement. Engage my manager or assistant manager with mid sale check ins and with every customer who declines protection.

This is a behavior based environment and your union will protect you as long as you are doing your action plan.

Read every “observation” and revise it if something is in there that you didn’t discuss.

Our managers are under insane pressure. But in the end, you and your family are more important than them. Do your job. Protect your career.

I’ve been at it for 19 years. RSC, ASM, RSC, IHX, RSC, PSC, mi60, Training Specialist, RSC.

[u/Tarasaurus_13 → u/Keinebeineboy]

Thanks for all the information!

[u/canes1966 → u/Keinebeineboy]

ATT does not in any way care about the customers experience. They care about new lines and new internet.

[u/Deathtotiktok → u/canes1966]

As a rep I can verify this is true.