Page 0059

Page 58 APRIL 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

At First Intern

a t i o n a l

Quality Summit,

cosponsored

by

AT&T, Randall

Tobias,

AT&T's Vice

C h a i r m a n ,

s t a t e d :

"While customers

are noticing improvements, we must

improve more and faster to continue exceeding

their expectations." He went on to state that

"When there is technological parity, the market

share game will be won by those who are more

responsive to the customer ... Customer service

will become the critical factor in market differentiation."

To achieve a quality service offering,

AT&T utilizes a simple yet powerful

organizational philosophy which

essentially turns the traditional organization

chart upside-down, making the point-ofencounter employees appear at the top

and top management at the bottom.

The role of all those below the customer-contact

employee is to provide resources and help to

achieve quality service and customer satisfaction.

This includes the chairman, senior management, technicians,

research & development

- everyone to support the efforts of the point of

encounter employees.

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