ILLUSTRATIVE EXAMPLE FOR STRATEGIC PARTNER LEADERSHIP - NOT FOR GENERAL DISTRIBUTION
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1 "The Promise" Strategic Partner ILLUSTRATIVE EXAMPLE FOR STRATEGIC PARTNER LEADERSHIP - NOT FOR GENERAL DISTRIBUTION This document is intended solely for use by Strategic Partner management. It should not be copied, distributed or used by Strategic Partner sales agents. It is being provided solely as an illustrative example of an agenda AT&T finds effective. Strategic Partners are not required to use this agenda AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies.
2 The Promise" Overview AGENDA Launch Kit AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies.
3 "The Promise" Overview The Experience Pillars guide the interactions Personal Every customer is unique and has different needs. So individualize every interaction and adapt to each person. Effortless Keep it simple. Make it easy. And respect customers by clearly providing information the first time with an "I can help you with that" attitude. Inspiring Paint a picture of a more exciting future then find an integrated solution to make it real. So customers walk away feeling anything is within reach. The Six Experience Steps 1. Warmly welcome Greet your customer with a friendly, genuine hello. Make it personal introduce yourself by name and ask for theirs, too. Ask how you can help and display an "I can help you with that" attitude. 4. Gain agreement Recap the solution. Answer any questions or concerns clearly and simply. Make sure everyneed has been met. 2. Uncover needs Ask insightfulquestions to understand what each customer needs. Listen up give your undivided attention. Take ownership and commit to finding the right solution. 5. Thoroughly educate Share any tips and help your customer with their complete solution. Show them the many benefits of digital options. Clearly explain what they can expect next. 3. Personalize solutions Find a personalized solution that fits each customer. Be the friendly expert and use your resources to ensure complete resolution. Keep it positive. 6. Sincerely thank Ask if you can help with anything else. Thank them for being an AT&T customer with a friendly goodbye. Show appreciation be personable and helpful to the very end AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies.
4 "The Promise" Launch Kit: Launching Week of February 13, 2017 Included in the Launch Kit: Link to The Promise web portal "The Promise" Overview & Manager Guide Games & theme day activity ideas $2 per headcount provided for launch activities and printing of badges in the offshore sites (specific budgets sent to the client service managers) Launch Kit Activities to drive excitement (optional) Theme Days Commitment Make it fun 4 Create a theme each day around The Promise" pillars Theme Ideas: Make it personal Monday Take Ownership Tuesday Warm Welcome Wednesday Thoroughly Educate Thursday Friendly expert Friday Sincerely thank Saturday & Sunday Sign "The Promise" posters & showcase in the center Recognize and celebrate commitments during team meetings Print and share word searches with team Personalize within your center 2017 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies.
5 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and service marks of AT&T Intellectual Property and/or AT&T affiliated companies.
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