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Guest
Well… To give some back ground, I was being bullied at work and eventually let go. It was hard to loose the pay check but I couldn’t take the unfairness I was going through
I thank God I quickly found another job. It is a MUCH lower pay check but in this economy, I thank my lucky stars for it. I am trying hard to be grateful. The job has a strong custmer focus aspect to it. It is not a traditional call center but very similar. We have clients calling in for help as well as other duties. The atmosphere is generally good, the people were very welcoming and helpful.
However, it can be quite aggravating at times. I will be on the phone with a client and people will come up to me and say ‘Don’t tell the client that you are misinforming them’. The problem is, I have a client on the phone and people are pushing me to say ‘XYZ’ to the client. I can’t very well say that because I need to be polite and let the client finish their sentence. But people will just keep repeating ‘tell the client blah blah blah’ and will not leave me alone until I do so. Once a lady was nagging me so bad I had to interupt the client mid sentence and say ‘Please hold’ and push the hold button. I don’t think that is good customer service.
Another annoyance is they will say ‘Tell the client such and such’. But what they don’t realize is ‘such and such’ does NOT answer the clients question and telling them that will only confuse them. Or the worst is when I tell the client I will call them back, I go to accounting, get my story straight, and then as I am calling them back, back people will run to my desk and say ‘NO !!! don’t say that’. When I explain I am simply repeating what accounting is saying they will have this attitude ‘Fine’ as in ‘you are wrong but I won’t argue’ instead of an apology.
My co-workers are only hearing my end of the conversation, and I have to really fight to tell them what the client is actually asking.
I have been trying to be receptive to their feedback because they do spend a lot of time answering my questions. I am trying to show gratitude for their help and am trying to create a reputation of being open to their feedback when I make a mistake. The problem is, their feedback is not given in a respectful manner and I don’t think they care to hear the new girl say ‘I don’t mind being correct but please, when I am on the phone please wait for me to finish my call’
And then there is ‘Lynn’. Not a person of good character in my opinion. After every call, she hangs up the phone and uses the F word. She sits in a cubicle on the opposite side of the wall from me and is forever talking to me over the wall when I am on the phone. Because she can not see me put my hand up as if to say ‘give me a minute’, she doesn’t stop until I run over. Once it was very obvious she was going to take at least 10 minutes to explain something to me I said ‘Let me go tell the client I will call them back’, she said in a very angry voice ‘No the client can hold’. I nearly fell down! How can someone in customer service not know how rude that is !!!
She often acts like I am an annoyance (even when she is the one who calls me over after butting into my conversation) Once, I had a phone message for her and when I brought it over she used the F word, 6 times saying she hated those requests. (as if I had anything to do with it)
Well, Friday was the last straw. I was on the phone with a client and said ‘Let me call accounting’. After I put the client on hold, Lynn said ‘do not call accounting give me the clients ID’ to which I said politely ‘Would you like to come to my desk’ and she said in a bossy tone of voice ‘No you come here’. She started to tell me how to handle the ‘situation’. Every time I tried to tell her I had done that already it wouldn’t work, she would roll her eyes in a fed up manner. And I kept saying to her ‘This will not help the client can I please explain what the client wants.’ She would say OK, and after 3 seconds interrupt me and tell what I should do when I knew full well, I hadn’t finished explaining. When I told her, the client had called a few days ago and was following up with her request but forgot who she had spoken to, Lynn gave me a lecture on how stupid the client was and how the client was wrong. I did not appreciate how Lynn was blaming me especially since part of a customer service is to help clients who make mistakes !!!
Finally I said ‘Why can’t I just go to accounting’ she snapped ‘Fine go to accounting’ and as I walked away, used the F word.
I stayed an hour overtime (for which I will be paid) and told my boss. I really was hoping I could solve things on my own and not be a pain to my manager but I really saw no other option.
So, I guess I will see Monday what comes of it
CM
I thank God I quickly found another job. It is a MUCH lower pay check but in this economy, I thank my lucky stars for it. I am trying hard to be grateful. The job has a strong custmer focus aspect to it. It is not a traditional call center but very similar. We have clients calling in for help as well as other duties. The atmosphere is generally good, the people were very welcoming and helpful.
However, it can be quite aggravating at times. I will be on the phone with a client and people will come up to me and say ‘Don’t tell the client that you are misinforming them’. The problem is, I have a client on the phone and people are pushing me to say ‘XYZ’ to the client. I can’t very well say that because I need to be polite and let the client finish their sentence. But people will just keep repeating ‘tell the client blah blah blah’ and will not leave me alone until I do so. Once a lady was nagging me so bad I had to interupt the client mid sentence and say ‘Please hold’ and push the hold button. I don’t think that is good customer service.
Another annoyance is they will say ‘Tell the client such and such’. But what they don’t realize is ‘such and such’ does NOT answer the clients question and telling them that will only confuse them. Or the worst is when I tell the client I will call them back, I go to accounting, get my story straight, and then as I am calling them back, back people will run to my desk and say ‘NO !!! don’t say that’. When I explain I am simply repeating what accounting is saying they will have this attitude ‘Fine’ as in ‘you are wrong but I won’t argue’ instead of an apology.
My co-workers are only hearing my end of the conversation, and I have to really fight to tell them what the client is actually asking.
I have been trying to be receptive to their feedback because they do spend a lot of time answering my questions. I am trying to show gratitude for their help and am trying to create a reputation of being open to their feedback when I make a mistake. The problem is, their feedback is not given in a respectful manner and I don’t think they care to hear the new girl say ‘I don’t mind being correct but please, when I am on the phone please wait for me to finish my call’
And then there is ‘Lynn’. Not a person of good character in my opinion. After every call, she hangs up the phone and uses the F word. She sits in a cubicle on the opposite side of the wall from me and is forever talking to me over the wall when I am on the phone. Because she can not see me put my hand up as if to say ‘give me a minute’, she doesn’t stop until I run over. Once it was very obvious she was going to take at least 10 minutes to explain something to me I said ‘Let me go tell the client I will call them back’, she said in a very angry voice ‘No the client can hold’. I nearly fell down! How can someone in customer service not know how rude that is !!!
She often acts like I am an annoyance (even when she is the one who calls me over after butting into my conversation) Once, I had a phone message for her and when I brought it over she used the F word, 6 times saying she hated those requests. (as if I had anything to do with it)
Well, Friday was the last straw. I was on the phone with a client and said ‘Let me call accounting’. After I put the client on hold, Lynn said ‘do not call accounting give me the clients ID’ to which I said politely ‘Would you like to come to my desk’ and she said in a bossy tone of voice ‘No you come here’. She started to tell me how to handle the ‘situation’. Every time I tried to tell her I had done that already it wouldn’t work, she would roll her eyes in a fed up manner. And I kept saying to her ‘This will not help the client can I please explain what the client wants.’ She would say OK, and after 3 seconds interrupt me and tell what I should do when I knew full well, I hadn’t finished explaining. When I told her, the client had called a few days ago and was following up with her request but forgot who she had spoken to, Lynn gave me a lecture on how stupid the client was and how the client was wrong. I did not appreciate how Lynn was blaming me especially since part of a customer service is to help clients who make mistakes !!!
Finally I said ‘Why can’t I just go to accounting’ she snapped ‘Fine go to accounting’ and as I walked away, used the F word.
I stayed an hour overtime (for which I will be paid) and told my boss. I really was hoping I could solve things on my own and not be a pain to my manager but I really saw no other option.
So, I guess I will see Monday what comes of it
CM
. It turns out they were in order by client. That makes a lot more sense to me. How can anyone believe ‘not in numerical order’ is easier?
