AT&T Customer Service needs training

[trlyka]

I called AT&T to see if they had a special plan we could go on while we were out of the US. The guy that answered was polite and TRIED to help. And where was I calling? It sounded out sourced  This was probably the reason for the lack of listening skills. I initially told him we were going on a cruise and where we were going to be (Caribbean). He had me on hold for a while (5 min or so) and finally came back with a 'World Traveler' option which was $1.69/min or $1.99 roaming. This plan is only good for land use which is only a small percentage of time (3 stops for less then 24 hours each). Otherwise, we are on the ship. I reiterated that we were going to be on a ship most of the time because I don't think he heard me the first time....On hold again.....he came back again with the 'World Traveler' plan. Dude! Just say there isn't a plan for on the ship.  Anyway....While he had me on hold, I found the rates on the AT&T site. The rates on the ship are $2.49/min and that's it. Here is the site just FYI Cruise Rates

IIRC, I used the Internet last year on the ship which I think was $.55 cents a minute. Certainly cheaper. 

So it was kind of frustrating to spend all this time holding when he should of been able to point out that there were no special plans available while on a ship without taking over 10 mintes to do so.

[Virtual]

Sorry for that. To tell you the truth, sometimes some agents get confused about the roaming fees while traveling in cruises thinking that the fee can be reduced with the AT&T World Traveler feature of $5.99, something that's incorrect.

The fee you got is correct, each minutes costs $2.49 while traveling in a cruise ship and it doesn't get a discount if you add the World Traveler feature.

[UNSC_REACH]

trlyka, what does it matter if they are outsourced?

[lucy19]

thats why AT&T also have SELF SERVICES, like the WEB SITE... and good for you that found that information, maybe you feel that the representative wasnt pay you atention but also maybe he was confused.

[UNSC_REACH]

Yeah, you know what trlyka you've really got me going on this one. Let me point out again what you've stated:

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"It sounded out sourced This was probably the reason for the lack of listening skills."

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What difference does it make if the agent was "outsourced"? Your still talking to a human being, not some computer. Your talking to someone that has a life, family, etc. Whether or not the agent needs training, has nothing to do with being outsourced. Try not to be so stereotypical next time.

[Waterlily29]

You are absolutely right UNSC_REACH!   A rep's listening skills have nothing to do with "outsourcing"!!!  

We all human beings regardless you are an American or not....., listening or not....

[lucy19]

What difference does it make if the agent was "outsourced"? Your still talking to a human being, not some computer. Your talking to someone that has a life, family, etc. Whether or not the agent needs training, has nothing to do with being outsourced. Try not to be so stereotypical next time.

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If you want the EXACT information, why you just dont call to an authomatic syst somewhere? and UNSC_REACH is rigth, your still talking with human being, they re real people! I was just a mistake or he didnt hear you well.

[stclair49]

Your going on a cruise to relax.

Turn the cellphone off when you board the ship and leave it off til you return to the US port.

Then you don't have to worry about high roaming rates.

[RiotGirrrl]

Yeap thats why att have the website with complete information , maybe people sometimes are lazy to use it and call to customer service.

[Lisahahaha]

Use the website.   Calling customer service will make you pull your hair out.   1 in 10 have a clue about the policies.  

I amost had a coronary getting conflilcting information every time I called about my trip overseas and the rates.  Everybody told me something different.

Even on domestic issues, you can call three times and get told three different things.   They are not training them adequately.   Its very frustrating.

[trlyka]

Ok people. Sorry about the outsourcing comment, but please understand that in my job (Retention customer service), I hear complaints every day about our outsourced CS people. I get customers wanting to NEVER have to get someone outside of the country only because they get wrong information or their account is jacked up from something the outsourced people 'helped' with. I don't have great faith within my own companies customer service due to the constant complaints, so it's double frustrating for me when I am looking for support and get a person who can't handle the call. Likely due to lack of training. I had other questions beside the calling plan, but it was the main focus of the call which caused the long holds.

I certainly didn't mean to offend anyone. I was just annoyed.

[Waterlily29]

We have a tendency to complain when things are not going well, which is important for performance improvement.  But we generally don't take the time to recognize the things do go well, which is also very important. I used to deal with complaints, and I understand how you feel, but you need to put it into perspective, all you hear is the things not going well because of your job, that is what you do!!

I often get outstanding services when I call the tech support with problems on my lap top computer, and the reps are often located in India ( we talk outside of our topic when we are waiting....)

I am sorry you had terrible experience, but it is not right to generalize it!!!

I was very careful to tell people I was from U.S. when I was traveling aboard because of my concerns of generalization of other countrymen!!!

[UNSC_REACH]

trlyka, thank you for further elaborating. I understand where your coming from in your perspective.

[mightyjeeper]

I want to preface this post by saying that I am in no way, shape, or form attempting to justify bad customer service.

When a rep goes through initial training, the basics are covered such as systematic functions, how to navigate billing and network systems, handling frustrating situations and then any major components that pertain to that reps particular department or specialty. This training in no way, shape or form covers every aspect of the wireless business, or every question that could be asked. There are things that a representative may simply not know, at which point they should reach out to other resources for assistance, or transfer to the correct department to get an answer. There are situations though, that require further research for the correct information to be given, rather than an incorrect answer to just be blurted out.

[UNSC_REACH]

mightyjeeper, couldnt agree with you more and you make a great point to this. Kudos

[mightyjeeper]

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UNSC_REACH wrote:

mightyjeeper, couldnt agree with you more and you make a great point to this. Kudos

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Thank you sir!

[lucy19]

exactly, as an AT&T customer service rep, I can tell you that you receive a LOT of information, BUUUUUUT!!... theres a lot of information extra!, also you have wird situations that you just dont know what to do, you ask youre partners, youre manager to see if they alredy have that situations, but you cannot have experience in EVERYTHING! I have a friend that has above 8 yrs working to AT&T and the other day I has that wrd situation and I ask her, (because she has more time that I) and she said doesnt know, that she never has a situation like that, so, you can be very helpfull, but you are not god, you just dont know everything!... also theres a lot of information that customers can look on the att web site or *services instead to call customer service.

just saying

[ormom51]

Trlyka, I sometimes have a problem with outsourcing because although the person might speak English well, it is with such a heavy accent that I have trouble understanding him or her.  I don't like being critical of these people because they CAN speak more than one language and I can't.  But it can be frustrating and I don't like asking them to repeat themselves very often-I feel awful when I have to do that. 

[UNSC_REACH]

Yeah, I agree with you ormom51. I cant speak any of a second language, so yeah...

[lucy19]

I always say, If you dont understand, you are free to ask again!

[trlyka]

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ormom51 wrote:

Trlyka, I sometimes have a problem with outsourcing because although the person might speak English well, it is with such a heavy accent that I have trouble understanding him or her.  I don't like being critical of these people because they CAN speak more than one language and I can't.  But it can be frustrating and I don't like asking them to repeat themselves very often-I feel awful when I have to do that. 

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Why would you feel bad asking them to repeat themselves? I don't care if they speak 10 languages. They are servicing the US. They should speak English well enough for us to understand without having to listen harder or ask them to repeat because they have an accent. We pay good money for these products and get mediocre support? People call whether it's on the web or not. Sometimes for clarification because there is so much info online it can be confusing or you wonder if there are other options that may not be obvious online. ......Call me old fashion.....

[Waterlily29]

I couldn't agree more!!  Please don't hire them if you think their English is not sufficient enough to serve customers who are primarily English speaking. 

[UNSC_REACH]

I blame the companies, not the people.

[Waterlily29]

That was what I meant. As a company, I would not hire people who don't speak Chinese ( or not sufficient Chinese) as customer service rep to serve customers who primarily Chinese speaking! English is just another language!