AT&T trains retail staff on non-iPhone smartphones
When the iPhone burst upon the world three and a half years ago, the smartphone landscape was very different from the one we see today. Palm Treos, Blackberries and Windows Mobile were the dominant players; they were mainly selected by geeks and people that needed them for business. In the intervening period, the staff at AT&T stores have focused on selling and supporting Apple's super-phone, but that's beginning to change as it appears ever more likely that iPhones will soon be available from other American cell carriers.
Bloomberg reports that after dipping its toe into the Android pool in the past six months, AT&T is about to dive into the deep end with three more Motorola Android phones plus three Windows Phone 7 handsets -- all in anticipation of losing exclusivity on the iPhone. Consultant Craig Johnson warns that AT&T may risk turning off customers by offering too many new choices at once after focusing on a single device and user interface since 2007. Given the tight grip that Microsoft is maintaining on the Win7 interface and the consistent Motoblur skin that Motorola is applying to its phones, that might not be so much of a problem. The main choice that customers will have to make is the desired form factor and features on the individual phones.
While AT&T plans to keep selling iPhones for the foreseeable future even if Verizon gets a version come 2011, it has already begun refreshing its stores and training its 25,000 retail employees to sell and support all of the new handsets. Staff in urban areas will get four hour in-store classes while those in rural stores will participate via live video streams. Sales staff will also be incentivized to move the new phones with an offer of a free handset for being among the first to sell four of the new phones.
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When the iPhone burst upon the world three and a half years ago, the smartphone landscape was very different from the one we see today....
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It wouldn't be easy, really. I can't help you. It all would depend on what internet you were using, and what company you had. Each internet and companies use different APN settings.
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There is a difference between training a sales person how to use a smartphone and training them how to answer customers questions on said smartphone.
I've always felt that AT&T sales staff I've encountered have an elitist attitude. Sure they know how the phone works but when you ask a question like, how do I setup my email, they make you feel like you're causing them a great pain. They also are the type that will just do it for you and not actually help you learn.
That's the key difference between AT&T iPhone training and Apples. I worked at an Apple store for the 1st and 2nd gen iPhones. People who purchased iPhones from the nearby AT&T owned (not reseller) store would be sent to us if they asked any "how do I" questions. Some came to us on their own because they really wanted to learn how to do something on their iPhone. At Apple we took the time to actually teach them. Almost every employee in the store could do this task because of the excellent training we received.
I do feel for AT&T employees who have to learn every mobile OS. Including the multiple variants of Android. What a headache.
Multiple variants? Oh shut it, like you had to be trained to use iOS 3.1.3 vs. 3.1.2? You didn't. Android 2.0, 2.1, 2.2 are all functionally identical. I've never used 1.5 or 1.6, but go blame Sony Ericsson or other handset manufacturers for those still lurking around.
Even the different "skins" are functionally identical, it's still Android. Would someone have to reteach you how to use iOS if you used Winterboard to make the...title bars black? No. That's how HTC Sense works. Blue title bars? There's TouchWiz.
Um actually, we did receive continual training for every update. If it impacted the customers in any way we knew about it.
I have a friend with a Sprint Samsung Momentum. Every time we take it to the store to get a simple update the staff won't help you even setup your email. Yes it's simple for us geeks but for the average user it's confusing. And the sales staff doesn't lend a hand at all. Because they are not trained to help people. They are trained to sell and get customers out the door.
I worked for AT&T. They regularly trained us on all phones, not just the iPhone. This is non news.
October 24 2010 at 10:47 PM Report abuse Permalink rate up rate down ReplyNow if only AT&T would accompany this training with some Android handsets that aren't locked down tighter than fort knox...
Naah, never going to happen. The day AT&T sells an Android smartphone without all kinds of restrictions is the day hell freezes over.
I certainly hope this means new plans. A $20/month data plan with 500MB-1GB would probably be perfect for many people.
I probably wouldn't switch to Verizon once they get the iPhone for one reason. Since AT&T is about to lose a lot of customers (only those that wouldn't be on AT&T for reasons other than the iPhone), they're probably going to be really nice to those that aren't leaving. That, and AT&T actually has better coverage where I live.
Just as an FYI, at&t has continuously trained their mobility staff on every new smartphone OS that's been released since before and after the first iPhone was unveiled. These courses are absolutely nothing new. I get that everybody and their mom wants a verizon iPhone, but this practice has been going on for ages.
October 24 2010 at 9:32 AM Report abuse Permalink rate up rate down ReplyI was in an AT&T store the other day and in thirty minutes they sold about a dozen iPhones without opening their mouths. Everyone that came in just asked for one. As far as their training goes, it's moderate but every employee I saw owned an iPhone so I'd hope they knew how to use it.
Obviously exclusivity is has a good chance of ending soon. Maybe we'll see a few better plans...maybe.
I can tell you seriously you could not give me one of those things.
October 23 2010 at 9:20 PM Report abuse Permalink rate up rate down ReplyHa...well, Ian, I guess you see "bashing" in places where I don't. No need to be so sensitive!
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