Just writing this as a follow-on from yesterday’s rant. There was more that I wanted to say but as I ran out of room I’m going to continue what I was saying in this.
Alright, so I covered the customers bit that I wanted to say but bow I’m going to take a dig at some of my coworkers (not all) due to their not doing their job properly which feeds into customer anger when others are trying to do their job properly. This is a particularly serious issue as it’s creating more work when it is not necessary.
Our hands being tied when it comes to doing stuff is rather annoying, but what is probably the worst part of it all is co-workers actively ignoring what we can and cannot do. It’s creating expectations for customers that we shouldn’t be fulfilling, so when someone who is following our processes has to deny a customer’s request, often they are the ones who end up having to deal with the aggression.
There are procedures that are meant to be followed when a transfer happens that don’t get followed. There are also things that are meant to be done whenever someone goes into a customer’s account that don’t often get done which can often lead to unnecessary work, much to the frustration of both the customer and the customer service representative. Quite often when it is reported there is no action taken, whether that be speaking directly to a customer service representative or sending out a message advising of why this stuff needs to be done. It’s also quite easy to find out who did or didn’t do something as whenever you go into someone’s account, the system logs your going into it. It’s in everyone’s best interest to leave notes so that there doesn’t need to be pointless chasing to find something out.
Even though dealing with customers is something I’m beginning to feel a strong apprehension toward, it is many of the customer service representatives that I work with that I feel make the job more difficult than the customers do. We’re there to do a job and whilst one’s conscience is important, why do stuff that makes things worse for others? Why do that? Is it because you know that you’re not going to have to deal with the consequences of your actions or lack thereof? Is it some sort of lack of care toward doing the job properly?
I know there are many reasons why people stop doing things in a job; especially one as pointlessly demanding as the one I work has become. To that extent, I am somewhat-sympathetic. However, when I refer to people not doing their job properly, it’s people who, from rather early on in their starting the role, refused to do what is required. It’s frustrating. Stop it. Stop making our job harder. We’re in this together. We need to work together and make sure that we’re not creating a worse work environment.
The time it took to write five-hundred words: 10:29:49
I felt a need to continue what I was saying yesterday, though admittedly I’m probably not saying much. Probably would’ve been more effective with fewer words. Also, a bit slower than I’d hoped.
I feel as though what I wrote was less repetitive than my usual writings.
Written at home.