AT&T Wireless 2011 Annual Report Download - page 14

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12 AT&T Inc.
A powerful network is our foundation. But what
truly differentiates AT&T is a drive to deliver a
rich, unique and effortless customer experience.
It’s an experience that flows from the energy,
integrity and commitment of our people: the
tens of thousands of retail store reps who
put the power of mobile broadband into our
customers’ hands; the technicians who bring our
award-winning U-verse services into millions
of homes; and the specialized consultants who
work to make businesses more competitive —
from startups working out of their homes
to multinational corporations that operate
on several continents.
Across the board, we’ve stepped up our focus
on the people and places that represent AT&T
to the world. In the process, we’ve opened up
a new world of possibilities for our customers.
OUR STORES: THE FACE OF AT&T Our more
than 2,300 retail stores — and the employees
who work there — are the face of AT&T for the
customers who visit more than 150 million
times each year. So each customer visit begins
with a promise that we’ll provide personal, smart,
fast, friendly service. We listen carefully to make
sure we understand customers’ needs, earn their
trust and recommend the very best solutions.
This starts with giving our reps the tools they
need — from training to technology — to provide
excellent service. As a result, our store reps are
unsurpassed nationally for customer satisfaction,
according to a third-party research firm.
And in one new store, we’re taking the retail
experience to new heights. Our new AT&T
Retail Innovation Center in Arlington Heights,
Ill., opened in late 2011, is a “lab” that allows
AT&T to test new ideas for improving the
customer experience and export the best ideas
to our other stores.
The store has an open layout — to encourage
exploration — and a Solutions Center that
allows customers and store reps to sit side by
side for more personalized service. The new
store is making the retail experience more
engaging and interactive.
Personal. Smart.
Fast. Friendly.
That’s how we want our
customers to describe AT&T.
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