Playing by the book and doing civility politics is dead. When you have an opposition that aims to destroy you no matter what you do, then you play the game they are playing. You use whatever you have at your disposal. Sneaky? Mean Spirited? Doesn't matter. Winning is winning. Grow a spine! (2/X)

He definitely fits the bill. "Pure Genes" my ass. Looking like a thumb yapping about superiority. No thanks

The attempt at normalizing and minimizing what is occurring before our eyes is disgusting and despicable and another piece of evidence proving the ineptitude and decline of main stream media. If they think capitulation will save them the gallows, they are indeed foolish. He wont spare them.

(His dad was a former AT&T field man so was pretty loyal to the company) all because of incompetent agents who couldn’t be assed to do the bare minimum. I miss working on that specialty team and helping solve and turn around the hard cases. That 1 though broke my heart because it was 100% avoidable

So for almost a year no one who got his call bothered to do any research on the account or with him, or reviewed any previous agents notes so this could have been caught earlier and actually resolved. We ended up losing this customer, who was with us for over 30 years (12/x)

For the failure of uverse, but once they pull a card from DSL it’s hard if not impossible (at least from my understanding) to get the card back as there are a limited number in an area and when they pull one for whatever reason it goes to another place for another customer. (11/x)

6-9 months before his call came to me, our techs came out to upgrade him from DSL to Uverse. The line never got buried and kept getting severed. We went out after I got it to the executive office….turns out they pulled his card and never set up the uverse. I can’t recall what the reason (10/x)

I kept my word and personally sent it to the executive office and let them know I wanted to follow up with him throughout this process because of the ball being dropped before. After a week or so I call and get the update. (9/x)

It was something I would need to escalate to our executive office as it was a pretty complicated issue. I apologized and let him know that I would be following the case and making sure it was resolved. He was understandably pissed off and doubtful based on history but agreed to it. (8/x)

At this point there was nothing I could do in my particular department but unlike the other agents I wasn’t going to toss him off to be further pissed off and also become someone else’s issue. I informed him based on the information he’s given and information in our other systems (7/x)

I placed him on another hold and did a deep dive into the 9 previous interactions. Each agent notated things that should have been escalated based not only on common sense, but on the call flows and proper adherence to policy. But 9 times we as agents failed him. (6/x)

I saw that the man had called in no less than 9 times about his DSL being screwed up. I paraphrased what
I gleaned from the notes and he added some details. I assured him I was going to do all I could to resolve the issue. (5/x)

For example a customer had called in and was pissed from jump street. I could see he was a frequent caller so asked him if I could review the notes on the account and he was like I doubt you can/will do anything but sure because I’m tired of explaining this situation. (4/x)

The third is a repeat caller where the previous agent didn’t look at a previous agents notes, thus wasting the customers time and noting their frustration (avoidable). When I went to the special team I won’t label as I don’t want #ATT coming at me, that last one was especially frustrating. (3/x)

Secondly, the notes that showed that the agent at least had a base understanding of the customers problem, but no details on steps taken or the outcome of the call. (2/x)