This Job Keeps Getting Worse
PIR, defects, calibrations, Totterdale, yaddah yaddah yaddah.....they all SUCK!! My job is to do monitorings and issue reports on people's calls. I hate doing this because it is all BULL! I can only imagine how much the reps hate having to have their whole call judged by one stupid PIR, empathy statement, or loyalty statement. There are so many good reps that do an excellent job that I have to write up because they miss one little stinking PIR statement. 👿 I think that is a very bad way to judge someone's performance.
Does anyone hate this as much as I do.
Does anyone hate this as much as I do.
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it sucks. we have so many stats and numbers to adhere to....compliance, par, occupancy...pir, aht, acw......its nuts. soon theyll just bring in robots to replace us.
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yeah, acw is bad for me, although it is getting better. but then I actually like to put real notes that other people can understand and use, and sometimes that can't be done well when the customer is on the phone. not to mention that there are certain calls we get on res that simply require work to be done after a call is over instead of during the call, and it just doesn't get better.
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Yeah, it's bad for me too. So, I'm feelin' ya here.
I've always had really long ACW. Then again, I leave a plethora of notes on accounts so that anyone who bothers to look at them will know what's going on.
What bothers me about monitorings is that on res, where I work, we are monitored like regular reps... Matter of fact, I got a 'Not Resolved' because I did something that I was told directly by my supervisor to do. Argh. It's all very frustering. 👿
I've always had really long ACW. Then again, I leave a plethora of notes on accounts so that anyone who bothers to look at them will know what's going on.
What bothers me about monitorings is that on res, where I work, we are monitored like regular reps... Matter of fact, I got a 'Not Resolved' because I did something that I was told directly by my supervisor to do. Argh. It's all very frustering. 👿
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The thing about that that actually bothers me, as I know the situation in your case, is that there is a mix of standards, because if a res desk rep tells a regular rep to do something bad, then that rep can still get a no for it, even though res told him to do it. so by extension, you would think that if your supervisor tells you soemthing wrong, then you are still liable for the no. In your case, though, it was a blanket order to all of wex res that came from well beyond even your supervisor that had bypassed the quality evaluators, and they weren't aware of it. It would really be a lot easier if wex res had specific defined standards of quality, but nobody has ironed that out, and until recently, it was basically the wex res supervisor's...
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*looks around*
Well hmmm... how about the 6th definition at http://www.dictionary.com
6A. To perceive as familiar; recognize: I know that face.
B. To be acquainted with: He doesn't know his neighbors.
Well hmmm... how about the 6th definition at http://www.dictionary.com
6A. To perceive as familiar; recognize: I know that face.
B. To be acquainted with: He doesn't know his neighbors.
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I agree, I hate the 100% or 0% rule they have. When I create my own wireless company, I will make the rating based on 0-100 BUT I will use all values in the percentage, so if a say 2 out of 10 things were missed then you get an 80% rating. None of this "OOPS you forgot to say: *I will be glad to assist you with that,* now your written up/fired/a dumb ass."
Yeah well comprehend this, I am trying to help the customer out, I have no time to tell them that I am glad to assist them with this. When I, myself, am angry cand am speaking with Resolution or another department, they always respond with that empathy statement and it makes me sick. I feel like telling them thanks for using the empathy statement, I really felt your concern. When someon...
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Yeah well comprehend this, I am trying to help the customer out, I have no time to tell them that I am glad to assist them with this. When I, myself, am angry cand am speaking with Resolution or another department, they always respond with that empathy statement and it makes me sick. I feel like telling them thanks for using the empathy statement, I really felt your concern. When someon...
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Link said:
Yeah well comprehend this, I am trying to help the customer out, I have no time to tell them that I am glad to assist them with this. When I, myself, am angry cand am speaking with Resolution or another department, they always respond with that empathy statement and it makes me sick. I feel like telling them thanks for using the empathy statement, I really felt your concern. When someone empathizes with me, I want them to mean it and thats why some customers get pissed off, we empathize but when we don't mean it (sometimes) they get angry.
Don't I know it. I don't want to hear some crap when I call in to places, I just want them to help. just cut the crap and do the job. that's what I think sho...
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I would also like to add that I do want to help the customer but I suck at empathizing. I just don't know what to say, like I can't force myself to say sorry as I wasn't at fault.
If am at fault then I apologize or I am empathetic. It's just not in me to go around apologizing for something the customer did or feels was done wrong to them.
I am trying, however, to do the empathizing but it just doesn't feel right.
If am at fault then I apologize or I am empathetic. It's just not in me to go around apologizing for something the customer did or feels was done wrong to them.
I am trying, however, to do the empathizing but it just doesn't feel right.
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I don't likie the PIR thing either, and I really hated that "How may I provide you excellent customer service?" crud.
In my opinion, real customer service comes down to doing your job, doing it well, and doing what the customer needs to have done in a timely manner, politely and respectfully, and making sure they understand what's going on. Empty statements like those more often serve to annoy customers, because so many people don't back it up with actual service. and more customers would be much happier getting good service rather than having someone say they are going to give good service and waste their time, even if it turns out to be true. I just say cut the crap and get down to business. knowhutImean?
In my opinion, real customer service comes down to doing your job, doing it well, and doing what the customer needs to have done in a timely manner, politely and respectfully, and making sure they understand what's going on. Empty statements like those more often serve to annoy customers, because so many people don't back it up with actual service. and more customers would be much happier getting good service rather than having someone say they are going to give good service and waste their time, even if it turns out to be true. I just say cut the crap and get down to business. knowhutImean?
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and whats with us having to say "issues" at the end of a call?.....sigh they are SO picky about stuff like this. i feel like they are trying to turn me into some kind of automated automoton.
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Yeah, I always try to avoid sticking to the "scripts," because it sounds exactly like you say, like an automaton, from most people. I just speak naturally and confidently, and at least get the same point across as the scripts they put out. thus far, I have never been docked on my monitorings for it.
the funny thing that I am sure many people hear have run into, though, is that after you have done this long enough and learn the best way to say things, people start to assume you are using a script because it sounds too good. hehe.
the funny thing that I am sure many people hear have run into, though, is that after you have done this long enough and learn the best way to say things, people start to assume you are using a script because it sounds too good. hehe.
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