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  • #46
    Geez TA... at some point, I think you're going to snap and you'll be laughing in their faces at how stupid management is being. Seriously? Out of order question, WTH???

    Next time, ask them what they are going to do when they've fired all the good, trained employees for the piddlin' stuff and don't have anyone decent to man the phone calls anymore? Is the company trying to self-implode?

    Really, you should ask them that. Just don't send a mass email to everyone.. that's the surest boot out the door.
    Make a list of important things to do today.
    At the top of your list, put 'eat chocolate'
    Now, you'll get at least one thing done today

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    • #47
      Quoth TelephoneAngel View Post
      I .............I...........

      asked one of the mandatory script questions in the wrong order
      WHATWHATWHAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAT?!
      BURN THE WITCH!
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      • #48
        Quoth TelephoneAngel View Post
        What I forgot to say is that of course there is no longer much customer service, even if I know the answer to a question the customer asks me, if its off script then I'm going to say "you need to call *other department* and they will tell you"
        whereas previously I would have explained everything to the customer myself. We have even been told by management to do things like this to improve the call times.

        I have no idea at all why the damned call times are sooooooooo important? I mean it doesn't prove we are doing anything really well, does it?
        Guess the concept of "one-call resolution" hasn't entered the bean counters heads yet!

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