AT&T Store Birmingham Inverness

My husband and I went a few days ago to purchase new phones for both of us. The associate that helped us really wasn’t that knowledgeable or accommodating. I blame management for his lack of training bc he mentioned he had only been working there for two weeks. I purchased a new iPhone and even though he said the phone was all set up and ready to go I still spent 3 hours with customer service that evening bc the phone was not set up and ready. Again the associate clearly wasn’t trained properly. Ny biggest issue that I would hope be seen my the appropriate upper management was how the manager at the store was treating her associates. This manager was unprofessional and treated the associates in a manner that is never acceptable. Clearly the associates were not comfortable working under this manager and it was reflected in their knowledge and lack of customer service.

Our associate tried to be accommodating when purchasing our new iPhone but I could sense he wasn’t knowledgeable in how to handle our questions and getting the new phone set up. I blame the lack of training from his managers. What really left me concerned and angry was how the manager was treating the fellow associates in the store. She was belittling and unprofessional to her employees. I have NEVER seen someone of a manager position treat an employee like that. I could sense the associates do not like working for this person and it was echoed in their knowledge and customer service. I hope the appropriate person reads this and takes a proactive stance to check in with the associates at this store and retrains this manager. Associates do not deserve to be treated like that.

The reps were very rude and couldn’t help with anything that I needed.

Marty and Jason were great and helped me with my issues with my service.

My experience exceeded expectations. Chantel delivered excellent service but she truly cared about my situation. She not only solved the immediate issue but she also identified several other problems that she proactively solved for me. She renewed my confidence in AT&T because of her empathy, her commitment to solving my problems, and how easy it was to talk to her about the things I needed to resolve. Chantel provided a customer experience that any organization should try to model. Her competence, personality and technical skills were extraordinary. It was also apparent that she was managing the store and multitasking to serve customers 3:1 compared to the store manager who rarely emerged from the back room. My recommendation is for ATT to do a better job electing store managers. It was disturbing that the store manager was a white male that was only minimally engaged in all that was happening in the store while Chantel (an African American women) with excellent skills and customer care, was doing ALL of the work plus going the extra mile with every customer. This is not the culture that ATT needs to be reinforcing as it was beyond obvious that the person providing managerial excellence was not the person that held a formal managerial position. I expect inclusive excellence, fairness and gender equity from a company like AT&T. Hopefully this feedback will get to your talent management and HR department so that such inequities are brought to the surface and reconciled. Dr. Kelly Schuck