Why Overall Customer Service Sucks At Most Companies!

 

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!

Technorati Tags: customer satisfaction,hiring practices,supervisor requirements

Gun Control?

As of today we have yet another shooting. I am not at all against guns. We have the 2nd amendment which I agree with although I believe there are many who have perverted it. I believe many cases (not all) the problem is the media.

As soon as there is a horrible firearm related crime, the media covers it to the point od absurdity. The public certainly has the right to know what is going on but the level of detail is ridiculous. We have had a number of shootings since the horrible day in Connecticut and I believe that the follow-up shooting were at least in part caused by the media.

Right after these shootings, because of the coverage, many people go right out and buy as many weapons as they can afford because they assume from the news coverage that it will happen local to them next and people then see anything as a problem that could be life threatening and they break out the weapons.

One thing I am absolutely against is high capacity magazines in civilian settings. I was a hunter for years. I would have been terribly embarrassed  by needing more than 2 MAYBE 3 rounds when hunting. If you need a 30 or more round magazine then you suck as a hunter and you should not be allowed to even touch a weapon because is you need that many rounds when hunting then you have no idea where your rounds are going downrange and I sure as hell don’t want to be out in the woods with someone like you doing the spray and pray thing hoping to perhaps kill something edible.

Technorati Tags: Control,guns,amendment,media,firearm,crime,shootings,Connecticut,coverage,news,life,magazines,civilian,settings,hunter,MAYBE,magazine,weapon,hell,woods

Independence Day

On this July 4th I truly hope those of my compatriots that work for the company I do and are working today have a slow day and the ability to stay in the shade or air conditioning as much as possible. Please also make sure you are drinking plenty of fluids.

I am fortunate to be off today but I will be back out tomorrow.

To those who are not working, enjoy the holiday and take precautions should you be making use of any fireworks no matter how low level they may be.

Technorati Tags: compatriots,fireworks,air conditioning

Law Office

Guest post by Jewel Cole

My dad and my two brothers are all attorneys and they have been in practice together for a really long time. I have worked as their legal secretary for almost twenty years. They have had several different offices over the past twenty years or so, and they recently moved to another new office. The rent is much cheaper at the new office. They are sharing the office with another law firm, so most of the utilities were already set up. My brother asked one of the other lawyers what they use for phone and internet service because he was impressed with how fast it was. He said they went to t1.xo.com to set everything up. My brother told him that he wished he had known about this service when they were at their old office. As their secretary, I wish I had known about it too. Faster internet and better phone service would have definitely made my job easier. It looks like there is more than one perk to moving to a new office and I think we are all going to be very happy at the new office.

Income Disparity

The news reports and protests about income disparity seem to have died down quite a bit. I think those discussions are very important.

There will always be income disparities between CEOs and the regular workers and there should be since the CEOs are in charge of companies that need to make money to stay in business.

My problem with income is not so much the disparity as it is the way things have been going for decades.

We see news reports and hear politicians speaking about the United States worker being the most productive in the world and I believe that. We get reports about how much more efficient and productive workers have become. All very true. My question is, if workers are more productive and more efficient it means that they produce more in a shorter period of time or with fewer resources. That is a very good thing. So why the HELL have salaries been going down??

We are a capitalist country and I fully believe in capitalism but the capitalism that made this country great through the 60s, 70s and 80s was stakeholder capitalism where the company, the employees, the customer and the stockholders were equally important.

Today we live in a world of shareholder capitalism where the stockholder is king and everything else gets thrown under the bus to make sure that they get returns on their money with percentage rates that were unheard of in years past except by loan sharks and organized crime.

I have no problem with profits. Not even with huge profits but I believe that is time that corporations start looking around and rewarding the little guy that does the grunt work and makes everything possible.

Technorati Tags: Income,news,discussions,disparities,CEOs,workers,money,decades,politicians,States,worker,resources,HELL,salaries,capitalism,stakeholder,employees,customer,stockholders,shareholder,stockholder,percentage,sharks,crime,corporations

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Guest post from: Natalie Walter

If you are big money saver like I am then I know you will like to know about this topic. When you go shop for something that is what you would consider a high dollar item you will probably go around to several stores that carry that item and you will check it out in more than one location. You probably want to see if one store will offer a better price than another store for the same item just so you feel like you are getting the best deal possible. The same holds true for your energy utilities. I know that most people don’t even think about their utility bill until they have to pay it every month and even then it is an afterthought to check out what you are paying per unit. I decided to do a search to find out if there is anyway that I can save money for my family. As it turns out I was able to save a significant amount of money and even enough to help us get started with a vacation fund.

Liking the weather!

I am not very fond of the cold but other than that I like this. We have had some snow and rain but ever since I transferred to a new Tech Ops area I have had much better weather to work in. When I was working in York there would be nice weather on my days off but then rain and slop on most of my days working. I am not sure what it is about Gettysburg. I have nice weather to work in far more often now. Very strange since I am only about 30 miles or so from York. I will take it though.

 

Technorati Tags: Tech,area,York,Gettysburg