A woman sitting at a table with papers and a laptop.

My office phone had been giving me so much static – on my end – that I finally got fed up and rang AT&T. Everyone who reached me on the business line said they had no problem hearing me, but it was so awful listening to the cackling sounds that I only used my cell phone to make calls.

When I called AT&T, there was no such thing as a “repair†option.  “Technical support†was as close as it came to what I thought I needed. After pressing multiple buttons, I was asked by a pre-recorded voice, “Have you tried unplugging your U-verse connection for 10 seconds and then re-connecting it?†To which I responded: “I don’t know what the ^#*& that is or where it is!â€

Almost immediately, I found myself talking to a live person who was quite helpful in identifying a problem on the line and reporting it. I told her how aggravating it was to get to a repair person. She said I was her third customer that day to complain.

“Next time, just keep saying, ‘I don’t know! I don’t’ know!’ when they ask you something and eventually you’ll get transferred to a real person,†she advised.

When it comes to crafting and delivering your message – and providing real value to your audience or team – I do not recommend the AT&T service approach! Although the technician did arrive promptly and ultimately fixed the problem, the process of getting help was no fun.

As you pull together your valuable information and ideas for your presentation or speech, remember that we do not know what you do. Keep your points simple, clear and packed with both worthwhile and enjoyable material. Try not to use your industry terms and please do use language that we can readily understand!


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Photo from fakeposters.com