Customer Service: Bad Training or Bad Employees?
Good Evening Everyone. As a corporate trainer, I take time and effort to provide good service when teaching. I'd like to share an incident that I experienced at my local AT&T store in West Nyack NY in the Palisades Center.
On October 25th, I ordered an iPhone 6 plus with a young salesman. During the ordre taking process, he chatted with anohter colleague (I use that term as a matter of respect), during this sales process. Whenever, I politely interupted, I was the one who was made to feel that I was more of a bohter than a person dropping a few hundred dollars.
I asked when I should receiver the phone and he said 3 to 4 weeks. OK, knowing that it's a new product, I could handle another month with my iPhone 5. The next day, I receive and email from AT&T letting me know that my new iPhone 6 plus will not ship until 12/4/2014-12/15/2014.
That's a bit longer than 3-4 weeks, but so be it. On Dec. 2nd I chatted via AT&T's chat text with a good representative names Jennifer. I explained my frustration having to wait so long, and expressed my displeasure witht the lack of professionalism at that particular AT&T store. As a good customer service rep. she felt my pain and politely appeased me. I explained that I need to vent and she understood. She also told me that she would even follow up and file a complaint on my behalf to the store manager. (I still have the printout of our conversation).
Then an amazing thing happened, on Thursday, December 4th, I got an update from AT&T, yes, my dream came true, my iPhone 6 plus is now ready to be shipped between 12/12/2014-12/19/2014. So, today, I went to my "favorite" AT&T store and inquired what the deal is. The greeter there told me that no AT&T store in the Rockland/Westchester area has EVER received any iPhone 6 Plus' with 128 GB in any color.
So, why would a store, or store employee take an order for a product they never had in stock, are unsure if they will get that product in stock.
Is this poor training or bad employees? Could I have experienced both?
However, not all AT&T stores are the same, I did have a magnificent experience a few months ago at the AT&T store in the Garden State Plaza in Paramus NJ. I inquried about the AT&T new security program. He checked my address to see if the area was hooked up. It was not, but was in the close stages, this salesman, went to his manager for assistance, together they took all my details and said they would talk to the area manager. Although they were not successful in getting the sale, they did go that extra mile for the customer (me). So, it appears that training is not the same across the board, but, let me tell you, if I were the AT&T training director, I'd be hitting those stores with secret shoppers and going into the field personally.
Has anyone else had promises made and promises broken by AT&T? Let me know.