To Whom It May Concern: **Went to an AT&T store in Charlotte, NC today and saw first ha...
GetHuman-anjaliu's complaint issue with AT&T from March 2019
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The issue in GetHuman-anjaliu's own words
To Whom It May Concern: **Went to an AT&T store in Charlotte, NC today and saw first hand how some AT&T representatives needs further training on diversity. As someone who works in customer service myself, I believe that every individual is unique and showing respect for individuals from different backgrounds, ethnic groups, language, race, age, gender, and sexual orientation is key to providing excellent customer service. While I am well aware that the Spanish-speaking population here in the U.S. has grown exponentially and the need to adapt to such growth is imperative, I also believe that the rest of AT&T’s customer groups should not be neglected. Neglect seems to be too harsh a word in this situation, I must admit that, that is exactly how we felt in this particular store. Here is what happened, my aunt contacted AT&T customer service over the phone yesterday, March ** regarding charges on her most recent phone bill. She was then adviced by the customer service representative to visit an AT&T store since the representative did not appropriate privileges to make the changes over the phone. Today, we decided to go to an AT&T store and upon entering, there was another family who were being helped. It might have been that all representatives of this particular store at the time of our visit, were all of Hispanic descent. Not at all an issue of course, except, that because we do not speak, Spanish, the representative seems to not have the interest to resolve our issue at all. My aunt, getting a bit frustrated at the time from the lack of enthusiasm to help resolve her issue asked to speak to a manager. Now one would think that the first representative to help my aunt would tell give the manager a bit of a background on the issue, but that did not happened. Service recovery seems to have been lacking at best. The manager was not much help either. My aunt have to call AT&T customer service once again and after explaining her issue*concern the phone representative was able to make the necessary adjustments to her account. While the phone customer representative did an excellent job, we were highly disappointed on how the representatives handled the situation. We felt that because we spoke a different language (other than Spanish) we were treated differently. I think it is important to have the same enthusiasm to help every customer no matter their backgrounds. And I believe that AT&T is a company that prides itself in providing excellent customer service to ALL of its customers. Unfortunately, it seems a re-education or additional training is in need for some. I hope issues like this would be avoided in the future. I am sending this email on behalf of the other AT&T customers throughout the U.S. is a non-English or non-Spanish native speaker. Thank you very much.
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