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1. Great, policies are now officially – as above – mush.
Take a look at this thread here for reference: http://www.customerssuck.com/board/s...ad.php?t=48795
I knew it was going to happen. I even told my former boss about this. If an SC gets an after-call survey he/she will mark the agent down just because he/she didn’t like the answer.
Well it’s happening. In droves. I walked into work last week and my new boss said this:
Him: SLD your survey scores are shitty.
Me: Yeah, and the reason please?
Him: You’re following policy.
Me: And that’s a bad thing?!
Him: These customers are saying you’re more interested in following policy then helping them.
Me: Ok, so if a customer calls in with a carry in plan (only hardware is covered on those) and he has a virus, it’s bad to tell him it’s not covered and refer him to the sales department?
Him: Technically no, but give him more options. Tell him he can run a free scan at Housecall or Norton if he doesn’t want to pay.
Me: Those don’t work!
Him: Yeah but to the customer, you’ve just given him options other than “you need to pay.”
Which sucks, as it basically means that in order to avoid bad survey scores, we now have to support the customer even if they’re not entitled to support on any given line. If you know how to fix the problem, handle it. Also, remember how I said in another thread you cannot send a tech out unless they’re in front of the unit? We now have to take the customers word for it. Customer has in-house subscription software but went to a porn site and got a virus that their software can’t remove? That line is only for troubleshooting the software, but now we’re told to try and remove the viruses as well. All to prevent the SCs from sending in a survey screaming “he refused to help me!”
The problem here is many of the freebies they’re handing out are usually services the customer needs to pay for. Guess what happens when the retail store honchos tell the floor manager to ignore the surveys that were SCs and start actually following policy? Customers are going to call in expecting free support and turn into EWs and send in bad surveys again.
2. The Ford Pinto mentality regarding chairs.
Many of the chairs we have to use are broken, probably from being old and abused. Many of these chairs are broken and downright unsafe to use because they could fail at any moment.
Instead of buying nice new chairs, they have these people who work out of a converted garage refurbish them. Only problem is, there is only so many times you can refurbish a chair before it just fails – sometimes when a tech is sitting on it.
That happened to a girl that used to work in my call center. She leaned back (not even that much) and the chair collapsed, causing her to fall on her ass and twisting her knee in the process. They took her to the hospital, and when she quit a couple of months later, she sued to get her medical bills paid for by the call center. She easily won when she revealed these two bits of info:
1. The people who refurbish the chairs aren’t certified by the manufacturer nor are the qualified. They are former techs that are just given an instruction manual to refurbish them.
2. She and I both heard a manager say that upper management found it cheaper to pay someone’s medical bills due to a collapsing chair than buy new chairs for the floor.
Yeah, you read that right. They would rather run the risk of someone getting hurt than spending the money to make sure it doesn’t happen in the first place.
3. Isn’t there a safer way to save on the electric bill?
In order to save money, upper management has decided it’s a great idea to turn off the lights in a large section of the parking lot – at night.
Not a very good idea at all. A co-worker said that they won’t learn that’s a stupid way to save money until someone gets attacked or worse. After all, all it takes is a criminal to figure out that after a certain time of the day the lights go off in this large parking lot.
Take a look at this thread here for reference: http://www.customerssuck.com/board/s...ad.php?t=48795
I knew it was going to happen. I even told my former boss about this. If an SC gets an after-call survey he/she will mark the agent down just because he/she didn’t like the answer.
Well it’s happening. In droves. I walked into work last week and my new boss said this:
Him: SLD your survey scores are shitty.
Me: Yeah, and the reason please?
Him: You’re following policy.
Me: And that’s a bad thing?!
Him: These customers are saying you’re more interested in following policy then helping them.
Me: Ok, so if a customer calls in with a carry in plan (only hardware is covered on those) and he has a virus, it’s bad to tell him it’s not covered and refer him to the sales department?
Him: Technically no, but give him more options. Tell him he can run a free scan at Housecall or Norton if he doesn’t want to pay.
Me: Those don’t work!
Him: Yeah but to the customer, you’ve just given him options other than “you need to pay.”
Which sucks, as it basically means that in order to avoid bad survey scores, we now have to support the customer even if they’re not entitled to support on any given line. If you know how to fix the problem, handle it. Also, remember how I said in another thread you cannot send a tech out unless they’re in front of the unit? We now have to take the customers word for it. Customer has in-house subscription software but went to a porn site and got a virus that their software can’t remove? That line is only for troubleshooting the software, but now we’re told to try and remove the viruses as well. All to prevent the SCs from sending in a survey screaming “he refused to help me!”
The problem here is many of the freebies they’re handing out are usually services the customer needs to pay for. Guess what happens when the retail store honchos tell the floor manager to ignore the surveys that were SCs and start actually following policy? Customers are going to call in expecting free support and turn into EWs and send in bad surveys again.
2. The Ford Pinto mentality regarding chairs.
Many of the chairs we have to use are broken, probably from being old and abused. Many of these chairs are broken and downright unsafe to use because they could fail at any moment.
Instead of buying nice new chairs, they have these people who work out of a converted garage refurbish them. Only problem is, there is only so many times you can refurbish a chair before it just fails – sometimes when a tech is sitting on it.
That happened to a girl that used to work in my call center. She leaned back (not even that much) and the chair collapsed, causing her to fall on her ass and twisting her knee in the process. They took her to the hospital, and when she quit a couple of months later, she sued to get her medical bills paid for by the call center. She easily won when she revealed these two bits of info:
1. The people who refurbish the chairs aren’t certified by the manufacturer nor are the qualified. They are former techs that are just given an instruction manual to refurbish them.
2. She and I both heard a manager say that upper management found it cheaper to pay someone’s medical bills due to a collapsing chair than buy new chairs for the floor.
Yeah, you read that right. They would rather run the risk of someone getting hurt than spending the money to make sure it doesn’t happen in the first place.
3. Isn’t there a safer way to save on the electric bill?
In order to save money, upper management has decided it’s a great idea to turn off the lights in a large section of the parking lot – at night.
Not a very good idea at all. A co-worker said that they won’t learn that’s a stupid way to save money until someone gets attacked or worse. After all, all it takes is a criminal to figure out that after a certain time of the day the lights go off in this large parking lot.
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