AT&T Uverse 2011 Annual Report Download - page 16

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14 AT&T Inc.
“To give our customers the best experience,
we have to have the right people, set clear
expectations, keep people accountable and,
most important, lead by example,” says
Dennis Foster, store manager. “The goal is
to go beyond sales transactions to build and
strengthen customer relationships.”
And leading by example is what employee Lindsay
Wadelton is all about. She’s a recent graduate of
AT&T’s Retail Leadership Development Program
(RLDP). The program, a mix of classroom and
in-store training, prepares candidates with strong
leadership potential for a future with AT&T.
Lindsay credits the RLDP with giving her a
strong grounding in our values as well as
with preparing her to instill those values — like
earning trust by always treating our customers
with integrity — in the people on the front lines
of customer service.
This training, Lindsay says, helped her develop
a game plan. And when she enters the store?
“It’s go time.”
Our customers are taking notice. “The store layout
is beautiful, and the people are friendly. They
ask ‘What would you like? What do you need?’
They make sure you’re taken care of!” says
Barbara Nemeroff, a customer who recently
visited our Arlington Heights store.
BUILDING TRUST AND LOYALTY ONLINE
While our retail stores are the foundation, today
more customers want to learn, explore and
buy online. Each month more than 80 million
people visit www.att.com, and in 2011 we
processed more than 200 million transactions
through the site.
Last year, we redesigned our site and deployed
new technology to help customers get what
they need faster and more easily, whether
they’re shopping, managing their accounts
or looking for answers to questions.
Improved site navigation helps customers find
product categories and information with fewer
clicks and helps them more easily compare
service plans and packages. And we’ve included
interactive videos to improve the shopping and
service experience.
We’re also creating apps to help everyone from
U-verse and wireless users to small business
“An extraordinary customer experience
is the most important service we
provide … so I’ve asked every member
of my team to make a personal
commitment to excellence.”
– Paul Roth, President, AT&T Retail Sales & Service