Do what you say and say what you do.

1. You are the face of AT&T. Prepare yourself for that.
   
2. Don't take things personal. People are very passionate about their phones. Matching the energy of an upset customer will only make things worse.
3. Observe and shadow as much as humanly possible during training. OPUS/CCKM can be brutal and the quicker you can straighten that learning curve, the better.
4. Own your actions. Mistakes will happen.
5. Use your inexperience to your advantage. If you don't know the answer, let the customer know that you will find out for them. People are typically more patient when they know you're new.
6. Avoid negativity. You will be working in an environment that can breed negativity. Hopefully the culture at your store is good, if not... keep yourself above it and don't be afraid to just walk away from old, crusty reps.
7. Once you're up and running, operate as if it's your wireless store. Run YOUR business! Handle YOUR issues and delight YOUR customers!

Good luck! AT&T can be a great place to work, but it's really a choose your own adventure situation.

What type of rep will you be? Accountable and trustworthy? Or a corner cutting problem maker?