AT&T Ranked Worst Carrier, Again

• By Lana Samara
• Business Mobile
• 162 days ago
• 0

The use of a cell phone to actually send and receive calls is on the severe decline, and it is not helping that a carrier is making the experience of picking up a call less than stellar. I myself have had an iPhone for years through AT&T, and I pin most of the problems to the iPhone because, naturally, they have had their fair share of complaints.  I suppose I have not been entirely fair in placing the dropped calls on the actual physical device because there is evidence that it just might have a little something to do with the service provider.

"Consumer Reports has ranked AT&T as the worst cell service provider in America -- for the second year in a row. Just like last year, AT&T has earned the worst possible scores in the Annual Cell Service Provider Survey among the nation’s four largest wireless providers in areas including consumer perception, value, and customer support."

It is one thing to openly try to take steps towards changing practices or improving in some arena or another. However, there is no indication that AT&T has taken any steps to improve, aside from the merge between T-Mobile, which was immediately put to a halt. There was no other attempt seen after that. There are far too many options in the consumer driven market for any company to allow themselves to be subpar just because they currently have the strong following. It doesn’t take long in this current climate for a consumer to leap over to the next carrier which is actually providing the service intended. This is especially true because one of the few things tying consumers to AT&T was the iPhone exclusivity clause, which is no longer valid.

Laurie Brown, international customer service expert and author of the book The Greet Your Customer Manual, has compiled a few steps that AT&T can use to move towards improvement and altering their ranking in the next year:

· Change their policies. Don’t task employees with selling Uverse on every call, for example, when a customer is calling with a problem they want solved.

· Train and empower their employees better. Employees should not always have to get a manager to solve a problem.

· Reward creative solutions to problems.

· Set realistic goals to turn their numbers around.

For more information on Laurie Brown visit TheDifference.net