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This is a good example...

of what I meant in my last work entry where I complained about resource giving credits/refunds.

A customer calls in because of some additional charges. He has international usage on his account and I verify with my supe that they are there. (I didn't see them in the call detail report at first). He tells me they're valid, period. The customer, of course, argues with me tooth and nail. Mind you, the charges are less than $20..but its the point. They're valid charges. Twenty minutes later, I request to put the call through to resource because he's just arguing with me. My supe then tells me that no, I can't do that (despite the fact that we've been told repeatedly by the call center manager that we're supposed to pass off the long calls to resource, its what they're there for), and to tell the customer that we can not discuss the charges. Riiiiggghhht. So, tell the customer they are valid, can't help him anymore, etc.
Of course, now, the customer wants to escalate. I won't argue that. I pass it on to resource..naturally, the one that drives me insane answers. I want to cry...because I know that he'll just give the flippin' credit without even asking. He won't even look. He never does. Not only that but he's like "You're escalating for ...*sigh* okay...get him over"
Fucker. I hate that. I hate the whole damn situation. I feel like an idiot now. I even went back and checked the notes...sure enough, credit issued, no research notes. So, in effect, I just wasted 20 minutes of my time. My average call handle times suck because of shit like this. Not only that, but the little prick made me out to be the idiot in his notes. I'm so fucking sorry I stood behind policy. My fault. I tried to do my fucking job again.

I want to cry out of pure frustration. I hate this place.

Comments

( 6 comments — Drop A Feather )
elfric
Dec. 13th, 2002 04:22 pm (UTC)
Have you tried telling your manager, their manager, their manager's manager (and so on until someone lsitens) about this? Can you get any support at all from co-workers or management?
onyxangel
Dec. 13th, 2002 04:59 pm (UTC)
I haven't specifically said anything to them but those I deal with don't seem terribly supportive, no. Most of the day I'm fine...but I get one or two calls like this...and that's when the frustration builds. Problem is, it seems once it starts.....it goes downhill.
closer2myself
Dec. 13th, 2002 04:32 pm (UTC)
If your supe is telling you not to do what the manager is setting as policy, go talk to the manager. Gods know Bjorn and Claire have an open door policy, it should be the same for Seattle...
onyxangel
Dec. 13th, 2002 05:05 pm (UTC)
Yeah, its supposed to be..but, honestly, it doesn't feel like it anymore.
insanous
Dec. 14th, 2002 11:11 am (UTC)
doesn't the manager override the supe? If so why worry about the supe just do what the manager says and then hide behind the orders to do that if they complain about it. If you can't go direct go over his head
pulpie
Dec. 14th, 2002 11:50 am (UTC)
Escakate King Pulpie says...
We had a RC rep like that here. Nicest guy inthe world, but he would cave with no questions asked on an escalate. We brought this up to our supe. She ended up pretty much making it that ifd it was a matter of disputed charges, we could escalate to her instead. That way the RC rep would get the angry ones about hold times and non-financial stuff, and our supe would get the financial disputes, and would re-affirm exactly what we told them.

Of course it also didn't hurt that at the time we still had supe helpers too.

But regardless, definately go to your supe. Bring it to them, let them bring it to the floor manager, etc..etc.. or maybe ask your supe to go to the RC team's supe about it.
( 6 comments — Drop A Feather )