I am apparently not qualified to be a Customer Service Supervisor. This post is not just to moan about not getting the position. My concerns are with the reasoning and I suspect this reasoning is being used at many companies. Just look at Customer Satisfaction scores overall. Not a whole lot of companies with stellar scores although there are some.
I have worked call center jobs of various kinds for many years. I have done Observational Quality Assessments. I have trained Reps, Q/As and Supervisors. I have done process improvements and saved corporations money and I have always, always, always had customers very pleased with me or with people that I have trained.
I am very concerned with the reasons for my not moving forward. I have Call Center experience as I stated but I also have experience physically doing work in customers homes and I, unlike many supervisors and in some cases reps, I actually completely understand how this stuff works behind the scenes and can explain it if need be to just about anyone.
The reasons for my not getting the Supervisor position?
They agree that I bring a wealth of experience to the position. Their concern is that I am too direct in my manner of speaking and also I am too friendly?
I am direct because I will not blow smoke up someone's ass. I am friendly because not being friendly makes people automatically assume that you are an asshole and will never work well with them.
Their are some surveys that puts my employers customer satisfaction scores as the worst in the country.
Anyone that has customer satisfaction scores they are unhappy with and wants to change that contact me. Given the opportunity, some time to dig into details and see the problem and the appropriate authority to make changes, I can have your company getting customer satisfaction scores that place you among the top in the entire world!
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