AT&T has apparently recently started asking its employees to be more persuasive when getting customers to sign up for a new line. And if you can convince someone to buy another new phone that they don’t need then all the better.
This isn’t anything new of course but the recent shift in business strategy has left some employees wanting to leave altogether. They’ve shared experiences of having to egg on a customer to open a new line when said customer is trying to say that they can’t afford their current bill.
Another employee shared that AT&T is also sending salespeople to houses alongside technicians. The idea is to capitalize on the gratitude a customer feels after having their equipment repaired and to try to sell them a new phone.
While pushing sales is a core part of this industry I don’t think anyone actually enjoys partaking in it. Especially when the customer is frustrated and takes out their anger on the support representative instead of someplace else.
I hope, perhaps a bit naively, that AT&T eases the pressure on its employees soon and resolves the problem of the missing funds.
