Introduction to U-verse

Smart, Friendly, Fast ServiceAT&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.Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Welcome to AT&Ts Back to the Basics of Customer Service training. The goal of this training is improve the overall customer and your TACR!FT performance metric. This module focuses on Smart, Friendly, Fast service.1Legal DisclaimerThroughout these materials, persons who are involved in training are referred to as trainees, instructors, or administrators (also students, conferees, candidates, etc., as appropriate). In addition, personal pronouns are used to refer to trainees, instructors and any other individuals. This was done to improve readability and is in no way intended to discriminate against persons of either gender. Nothing in this material should be construed to indicate any discrimination based on race, color, religion, creed, national origin, sex, age, disability, sexual orientation, gender, gender identity, marital status, citizenship status, military status, veteran status or any other protected characteristic.Notice: This document is an unpublished work protected by the United States copyright laws and is proprietary to AT&T Intellectual Property. Disclosure, copying, reproduction, merger, translation, modification, enhancement, or use by anyone other than authorized employees or licensees of AT&T companies without the prior written consent of AT&T Intellectual Property is prohibited.This document has been prepared and distributed pursuant to a strict review process. Under no circumstances should changes be made to this document without first submitting the changes for review to the author. AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. 8/13/2012 All company, product, and service names may be trademarks or registered trademarks of their respective owners.VENDOR DISCLAIMER: These materials are specific to AT&T. They are designed to ensure a consistent customer experience across all channels which reflects the high quality of the AT&T brand.

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Briefly review the legal disclaimer.

NOTICE: This document and all of the activities, job aids, videos, and recorded calls linked within it are being provided by AT&T to vendor management as an illustrative example of the type of material that AT&T is using and finds to be effective to improve TACR!FT. While AT&T recommends that you use this document and the included activities, job aids, videos, and recorded calls (or that you create something similar), you are not required to use these materials nor should the content of this document (or the activities, job aids, videos, and recorded calls linked within it) be interpreted as mandatory training material for vendor agents.2Introduction 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 increase in customers willingness to recommend AT&T to others.

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Review TACR!FT using the information below (skip this if the students have just been trained on another Back to the Basics of Customer Service module). Stress that the purpose of this training is to change behaviors to improve the customer experience/TACR!FT.

The AT&T Customer Rules! Feedback Tool (TACR!FT) is an interactive voice response survey process that provides a high volume of real-time feedback from AT&T customers about their recent interactions. Every day, thousands of customers who have just had contact with an AT&T agent or agents will receive an automated call and be asked a few simple questions about how well the interaction(s) went. The AT&T Customer Rules! Feedback Tool helps you see yourself as your customers do, and empowers you to work toward continuous achievement of service excellence.

The survey is conducted within 48 hours of the initial contact, while the experience and impression of the service is fresh in customers' minds. Survey results (TACR!FT scores, on a 10-point scale) and recorded customer comments are sent to coaches and supervisors daily/weekly/monthly to assist them in coaching and recognition.

Perhaps the most important element of the TACR!FT survey is the willingness to recommend question, which asks the customer: If a friend or family member asked you to recommend a company to provide communications services, how likely are you to recommend AT&T? Customers who rate their willingness to recommend as a 9 or 10 are loyal customers who will keep buying, promoting, and referring AT&T to others. Customers who rate their willingness to recommend as a 7 or 8 are generally satisfied customers who may be open to competitive offers. These customers are passive and on the fence, meaning it doesnt take much to sway them to either side. Customers who rate their willingness to recommend as 0-6 are dissatisfied customers that can hurt AT&T's brand image and growth through negative word-of-mouth.

Your personal TACR!FT scores on the "willingness to recommend" question are derived by ignoring those customers on the fence and simply subtracting dissatisfied customers from loyal customers. This assesses whether your overall impact on the AT&T customer experience is positive or negative.

Remember that TACR!FT surveys ask all customers about their end-to-end customer experience even if they spoke to multiple agents on the same day. This means that, fair or not, you must own the customers entire experience even if they spoke to other agents before the call came to you and after the customer leaves you. Every day, customers report that they spoke to several agents but only one made the difference between being very satisfied and leaving AT&T. YOU need to be the one that delivers the difference.

Tie into the topic at hand: Current TACR!FT results are frightening! AT&T is in a customer service crisis! Customer service has become less of a focus and you need to take control and turn that experience into a delightful one for your customers. This is what Back to Basics training is all about. You must seize the opportunity to generate more loyal customers for AT&T, more customers who are WOWed by their experience with AT&T and will recommend AT&T products and services to their family and friends. By employing excellent customer service skills and delivering the WOW factor on every call, you can turn generally satisfied and even dissatisfied customers into loyal customers. It starts with a change in attitude, reflecting to the customer within the first moments of the call that you really care. No matter what action you take later on in the call, it will not change the customers perceived impression if you do not come out of the gate with the WOW and a sincere desire to help. Experience proves that agents who deliver an exceptional customer experience get high TACR!FT scores as well as make sales and meet objectives.

Reinforce: The bottom line is that you cant continue to provide poor service. You need to do everything you can to improve AT&T customer satisfaction. What is the cost of poor customer service (and poor TACR!FT results)? Loss of credibility with customers Loss of valued customers Greater cost to obtain new customers AT&Ts reputation damaged Loss of revenue Loss of jobs Loss of payout3Creating an Effortless Customer ExperienceA 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.

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Reinforce for students the cultural change at AT&T toward creating an effortless customer experience (skip this slide if the students have just been trained on another Back to the Basics of Customer Service module). Tie the creation of an effortless customer experience to improving TACR!FT scores.4Learning ObjectivesUpon 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.Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Ask a student volunteer(s) to read the learning objectives aloud.5AT&Ts Our Vision, Our Brand, Our Promise

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Review AT&Ts Our Vision, Our Brand, Our Promise.

Our Promise to AT&T customers is to deliver a Smart, Friendly, and Fast customer experience every time. Delivering a Smart, Friendly, and Fast customer experience every time will result in happy customers and favorable TACR!FT scores.

Reiterate that a passion to serve and The AT&T Customer Rules! are a way of life for everyone who represents the face of AT&T to customers.6QuoteWe are what we repeatedly do. Excellence, then, is not an act but a habit. Author Unknown

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Ask for input on this quote. Ask the students what it means to them. Relate this to AT&Ts Our Promise.

Ask students how long they think it takes, on average, to make something a habit? Pause briefly for possible responses and then explain that it takes 21 days on average. Thats 3 weeks of focusing on what you want to do/change until that behavior/change becomes second nature (a habit). Changing the way you approach customer service to align yourself with Smart, Friendly, Fast will take dedication and time.7What does delivering a SMART, FRIENDLY, FAST customer experience mean to you?How does SMART, FRIENDLY, FAST fit in with your AT&T call flow?Class Activity

activityPage # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Purpose of Activity: The purpose of this activity is to have the students think about delivering a Smart, Friendly, Fast customer experience and what it means to them. Later is this training we will explore what delivering a Smart, Friendly, Fast customer experience means to AT&T.

Activity Instructions: Divide the class into three groups. Assign each group a topic (Smart, Friendly, or Fast). Have each group create a training poster to illustrate/describe what their topic means to them and how it fits in with the AT&T call flow. The poster should contain important points to describe their assigned topic and can include examples, words, graphics, etc. Once each group has created their training poster, they will present it to the class.

Supplies: Easel paper, markers, and tape to hang posters

Activity Debrief: See activity debrief on the next slide.8Review what you and your classmates created to illustrate the three pillars of AT&Ts Our Sales & Service Promise:SmartFriendlyFastActivity Debrief

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Debrief the activity from the previous slide. Hang the group posters in the training room and discuss each of the three topics. Inform the students that they will soon explore what delivering Smart, Friendly, Fast service means to AT&T.9The AT&T Customer Rules!The AT&T Customer Rules! tell you WHAT customers want you to do:Take ownership and show you careBe responsive and deliverDo it rightMake it seamlessMeet your commitmentsSmart, Friendly, Fast ServiceSmart, Friendly and Fast is HOW customers want you to interact with them:Resolve the customers issueOffer the right solutionEducate and promote self-serviceBe courteousRespect the customers timeAT&T Customers Expectations (What and How)Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Point out the connection between The AT&T Customer Rules! and delivering Smart, Friendly, Fast service. The AT&T Customer Rules! tell you WHAT customers want you to do.Smart, Friendly, Fast describes HOW customers want you to interact with them.

Reiterate that this is what AT&T customers expect from agents. Anything short of delivering this will result in low customer satisfaction and poor TACR!FT scores.10Resolve the customers current issue and meet future needs to ensure last call resolutionOffer the right solutionEducate customers, provide options, and promote self-service (Solution Sender)Be knowledgeable, follow processes, and use your toolsAct as One AT&T: use we instead of theyHow To Deliver Smart Service SMART Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Have the students give specific examples from their calls to personalize each item listed. Ask how these items impact their performance metrics and fit in with the AT&T call flow.11Be courteous and show concern for customers needsExplain what you are doing on the call to resolve the customers issueThank customers for their businessListen and personalize interactionsAnswer all customer questionsBe enthusiastic and demonstrate a positive, I can help attitudeMake sure customers know what to expectHow To Deliver Friendly Service FRIENDLY Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Have the students give specific examples from their calls to personalize each item listed. Ask how these items impact their performance metrics and fit in with the AT&T call flow.

Stress the importance of empathizing with the customer and acknowledging the customers issue in the Greet & Acknowledge and Build Rapport phases of the AT&T call flow, especially if the customer is upset or frustrated. DO NOT go straight to asking for the customers account number without an empathy/acknowledgement statement because that is not friendly service.12Respect customers timeBe promptBe crispBe accurateDo it right the first timePromote self-service solutionsHow To Deliver Fast ServiceFAST Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Have the students give specific examples from their calls to personalize each item listed. Ask how these items impact their performance metrics and fit in with the AT&T call flow.13The Role of Discovery Questions in Smart, Friendly, Fast Service Courtesy and attentiveness goes a long way in helpingcustomers 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 importantto that particular customer. 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 tomeet those needs.SMARTFASTFRIENDLYPage # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Stress how good discovery questions can help agents deliver Smart, Friendly, and Fast service (plus, they are part of the call flow!). Then access and review the Discovery Questions Job Aid: http://csit.web.att.com/Consumer/Large_Team/rethink/enterprise/Customer_Rules_Supplemental_Training/discovery.pdf.14You 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 Video

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. NOTE: This video may not play at your location or may buffer so slowly that you cannot take the time to watch it. If this is the case, highlight the key points of the video (see below) and move on to the next slide.

Have students take notes and be prepared to discuss them after the video. Ask agents to listen for something that resonates with them, as well as anything new or different.

Video Length: 3:29.

Video Debrief: When finished, conduct a class discussion about what students related to in the video.

Key Points: Bob Daniels has retired from AT&T, but his message is so strong that it is still delivered today: Smart, Friendly, Fast complements what you already do today (it complements AT&Ts priorities and The AT&T Customer Rules! and the Four Promises) Smart means that AT&T owes you the knowledge you need to respond to customer calls in a professional way Smart means building the customers trust in you that youre the last person they need to talk to because even if you need help youll see that whatever the customer called about is carried through to completion The number one priority is to treat others the way you want to be treated Friendly means treating the customer the way youd want one of your loved ones to be treated if they called in Fast means having respect for the customers time and the fact that they want their needs addressed the first time they call in (and quickly!) Being fast helps you earn the customers trust, which then gives you the opportunity to make them aware of all the great products and services AT&T has to make their life better and more productive Smart, Friendly, Fast is a great and simple way to think about how you should treat every customer interaction15Taking Advantage of AdvortunitiesAs 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 resolving a simple issue for a customer who is happy, but this is not reality on most calls. So think about the solutions you can provide to customers to turn your advortunities around!An advortunity is an opportunity that comes from adversity, which is a state of hardship.

Whats your AQ?Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Go over advortunities and introduce the concept of AQ Adversity Quotient (coined by Dr. Paul Stolz), which speaks to how people approach challenging situations.

A person with a low AQ complains about situations, people, and circumstances that are beyond their reach, continually making excuses for low performance. A person with a high AQ meets adversity head on, taking action in ways they can and not complaining about what is beyond their control.

Ask students, whats your AQ?16CORE Dimensions of the Adversity QuotientDevelop 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)E = Endurance (focus on the light at end of tunnel and work to get past the adversity as quickly as possible)COREPage # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Review each of the CORE dimensions (coined by Dr. Paul Stolz). Acknowledge that agents are being squeezed on all sides, and stress that advortunities are a matter of perspective. Ask students to commit to working on their CORE dimensions so that they can increase their AQ, which will ultimately have a positive impact on their TACR!FT scores and other performance metrics.17AT&Ts Our Sales & Service PromiseResolve the Customers IssueWhen 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 SolutionA 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.

Deliver a Smart, Friendly and Fast customer experience every time.Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Review AT&Ts Our Sales & Service Promise which talks about how agents can deliver the difference with Smart, Friendly, Fast service. Discuss each item in terms of agent performance metrics, including TACR!FT, AHT, and CRR. Tie each item in to a specific step(s) of the AT&T call flow (Greet and Acknowledge, Build Rapport, Resolve Request, Transition to Sales, Ask Discovery Questions, Recommend Solutions, Overcome Objections/Address Concerns, Close the Sale, Recap/Summary).Ask for student input on each promise. 18AT&Ts Our Sales & Service Promise, continuedEducate and Promote Self-ServiceCompanies that make customer service #1 usually see 12 times the return on sales.And, 70% of buying experiences are based on perception.Be CourteousStudies 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 TimeIts 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 customers.

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Continue to review AT&Ts Our Sales & Service Promise which talks more on how agents can deliver the difference with Smart, Friendly, Fast service. Discuss each item in terms of agent performance metrics, including TACR!FT, AHT, and CRR. Tie each item in to a specific step of the AT&T call flow (Greet and Acknowledge, Build Rapport, Resolve Request, Transition to Sales, Ask Discovery Questions, Recommend Solutions, Overcome Objections/Address Concerns, Close the Sale, Recap/Summary).Ask for student input on each promise. 19Think of an example when you were provided SMART, FRIENDLY, FAST service. Recall how important and perhaps memorable the experience was for you.Class Activity

activityPage # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Purpose of Activity: To have the students think of when they were provided Smart, Friendly, Fast service from a company. Have them recall how important and perhaps memorable the experience was for them.

Activity Instructions: Have the students gather in small groups and each think of an example when they were provided Smart, Friendly, Fast service. Have them recall how important and perhaps memorable the experience was for them. Have each student share their personal example with their group. Circulate around the classroom to ensure that all groups are on task and to listen to a few of the students examples.

Activity Debrief: See activity debrief on the next slide.20Everyone 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 customersImproved TACR!FTGrowth in AT&Ts businessJob growthActivity Debrief

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Debrief the Smart, Friendly, Fast activity from the previous slide. Focus on the importance of the willingness to recommend question on the TACR!FT surveys.21Make the Commitment!I commit to AT&Ts Our Sales & Service Promise of delivering a Smart, Friendly, and Fast customer experience every time.Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Ask the class if they commit to AT&Ts promise. Call on every student to stand up and read the promise out loud.22You 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 CallAgent Behavior ChecklistRecorded Call Example

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. NOTE: Feel free to use a different recorded call for this activity, perhaps one from your center. If time permits, have students use the agent behavior checklist as they listen to the call. If you are strapped for time, simply lead a short discussion after the call, briefly covering what was done right and improvements needed.

Pre-Call: Please listen to this recorded call and be prepared to answer questions and share your thoughts with the class. Here is a behavior checklist for you to use in evaluating the agent in this call: http://csit.web.att.com/Consumer/Large_Team/rethink/enterprise/Customer_Rules_Supplemental_Training/TACRIFT_Behavior_Checklist.pdf. Focus on the aspects of the call and of the checklist that touch on Smart, Friendly, Fast do not worry about trying to evaluate the agent based on the entire behavior checklist.

Start Call: http://csit.web.att.com/Consumer_Training/audio/ResolveRequest.mp3

Call Length: 1:47

Call Debrief: See next slide.23What could the agent have done differently, related to Smart, Friendly, Fast service? If you were the customer, how would you feel about the service you were provided by AT&T?What opportunities did the agent have to improve the customer experience and TACR!FT?Call Debrief

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Post-Call: After the call is played analyze it as a group. Conduct a thorough discussion of the entire call.What could the agent have done differently, related to Smart, Friendly, Fast service? If you were the customer, how would you feel about the service you were provided by AT&T?What opportunities did the agent have to improve the customer experience and TACR!FT?24Its 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?Class Activity Your Call to Action

activityPage # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Purpose of Activity: Now its time for a call to action. The purpose of this activity is for the students to identify how they will behave differently in order to create an effortless customer experience and improve TACR!FT.

Activity Instructions: Pass out one index card to each student and have them write down what they will do differently on their next call to create an effortless customer experience and improve TACR!FT. Have them write down one behavior related to Smart, Friendly, Fast service that they will work hard to change.

Supplies: Index cards (one per student) and markers.

Activity Debrief: See debrief on the following page.25Its time to declare your Call to Action your commitment to improve TACR!FT and the AT&T customer experience. Lets hear from YOU!Activity Debrief

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Ask the students to share their Call to Action, their personal commitment to improve TACR!FT and the AT&T customer experience. Discuss as a group. Encourage students to take notes on good ideas shared during this discussion.

Ask the students to take their index cards back to their desks as a reminder of their Call to Action commitment. Invite students to encourage one another and keep the focus on creating an effortless customer experience on each call.26Summary 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 recommend AT&T to others.

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Recap the purpose of this course is to improve the overall customer experience and TACR!FT.

To help reinforce what students have learned today once they return to the call center floor, refer them to this one page job aid and consider printing a copy for each student to take back to their desk: http://csit.web.att.com/Consumer/Large_Team/rethink/enterprise/Customer_Rules_Supplemental_Training/moduleJAs/Smart_Friendly_Fast_Job_Aid.pdf.27Learning ObjectivesYou 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 # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Review each learning objective. This can be interactive. 28Check Your KnowledgeIn 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 to More Information section.Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Direct students to access the LSO and enter their own login/password information. Each student must take the knowledge check individually; the knowledge check cannot be completed as a class activity or students will not get credit for taking this course.29

Page # of 30AT&T Proprietary (Internal Use Only): Not for use or disclosure outside the AT&T companies except under written agreement. 2012 AT&T Intellectual Property. All rights reserved. Wrap up the training with a motivational statement such as the following :

You hold the future of AT&T in your hands, so what is it going to look like? Todays class wont mean anything if you dont put it to use.Success begins and ends with customer service. The purpose of this class is to improve TACR!FT by changing the way you think about customer service and changing your behavior, particularly with regard to being Smart, Friendly, and Fast. What are you going to do differently tomorrow? How will you bring the WOW factor? Every single AT&T customer deserves nothing less than your best, on every call. Please give them your best!30