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Capstone Project

AT&T Presentation
by

on 5 May 2014

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Transcript of Capstone Project

Greet within Seconds of arrival.
Introduce yourself and learn customers name.
Ask purpose of the visit.
Greet and Approach
Take Ownership and Show We Care
We value our customers and let them know it by all we do.

We are friendly and courteous to all customers and treat them with respect.
We take personal responsibility for meeting each customer's need and demonstrate that we value them.
Loyal customers have earned our highest consideration.
We serve as the customer's advocate and, as appropriate, use escalation procedures within and between organizations to address their needs.
Be Responsive and Deliver
We value our customers and let them know it by all we do.

We are friendly and courteous to all customers and treat them with respect.
We take personal responsibility for meeting each customer's need and demonstrate that we value them.
Loyal customers have earned our highest consideration.
We serve as the customer's advocate and, as appropriate, use escalation procedures within and between organizations to address their needs.
Do It Right
We deliver with quality the first time, every time.

We resolve customer issues the right way.
We make every effort to resolve issues the first time.
We let our managers know if there are obstacles that prevent prompt and correct issue resolution.
We ensure we have the right training and tools to do the job right. If we do not, we let our managers know.
Make It Seamless
AT&T has many parts, but to our customers we are one team.

We know, understand, and demonstrate the company's vision, mission, imperatives, and initiatives.
We understand our policies and processes, using them consistently.
The customer unites our efforts to provide great customer service across all organizations within AT&T. We resolve their issues, or work proactively across appropriate departments to get issues addressed.
We are a team. We share information with co-workers and other departments.
Meet Our Commitments
We communicate, follow through, and work hard to keep our promises.

We inform and educate our customers about our products, services, as well as, fees.
We make every effort to exceed our customers' expectations.
When we make commitments to our customers, we keep them.
If a commitment is missed, we remain accountable and form a new shared commitment with our customer.
We proactively inform a customer if a commitment cannot be met and provide both status, as well as, an explanation.
Build Value
Connect with customer
Ask qualifying questions
Listen to understand needs
Offer Solutions
Offer personalized solutions
Take ownership and resolve problems
Leverage AT&T advantages
Gain Agreement
Recap the proposed solution
Confirm resolution of service issues
Respond to and overcome objections
Ensure complete solution
Educate
Set up and Demostrate
Review the CSS to set expectations
Confirm understanding and satisfaction
Ideas
Big and....
... small
The Cloud
Cloud computing is the use of computing resources (hardware and software) that are delivered as a service over a network (typically the Internet). The name comes from the use of a cloud-shaped symbol as an abstraction for the complex infrastructure it contains in system diagrams.
Three companies offer Cloud computing with others that are not as main stream like Dropbox ect.....
cloud computing has become the standard operating procedure for any company looking at building or deploying software today. It’s no longer a question of whether a company should deploy to the cloud, but instead how and when.
Even AT&T uses cloud computing. From opus to phone apps that back up your contacts and Pictures. Cloud computing can be found in almost any business today.
Web-based email is by far the most popular service from the cloud computing world
the second most popular cloud computing service enjoyed by end consumers are cloud-based photo-sharing services like Flickr and Picasa
Even services like spotify and Amazon music player are based on cloud computing.
How these programs benefits our customers
It lets you access your music, photos, calendars, contacts, documents, and more, from whatever devices you’re on.
iCloud can automatically download new music purchases to all your devices over Wi-Fi
Shared photo streams
Backs up important information in case anything ever happens
Find your phone if it is lost and more.
AT&T Invest in us to teach customers about these solution as well as using these systems today. The Cloud is just one of the many things that AT&T supports in an effort to bring the future closer to today.
Connecting people with their world. Everywhere they live and work, and doing it better than anyone else.
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