Tell me if this is fair or not
A customer just recently upgraded his phone but at that time did not change his plan. Calls in after receiving the next bill with overage charges. Lets say about 50.00. CSR denies credit and customer wants to speak to a supervisor. They go to the call center supervisor and the supervisor tells the CSR that the CSR has to apply the credit. CSR refuses to give the credit because he feels its not justified. Supervisor goes and gets his supervisor and they pull the CSR into a room and lecture him to apply the credit. CSR goes back to the cust and applies the credit. Notates the acct that he was forced to apply the credit under pressure and influence from both supervisors. CSR gets in trouble. You all think thats fair? Who do you think should hav...
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I think the CSR should have applied the credit, but noted the account that it was decided by and authorized by the supervisor. I think it is fair because that is the job of the CSR, to listen to what the Sup says. I understand that some Sups are idiots, but its not like its your money you are crediting
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I think that the rep should have applied the credit and noted the account that was authorized/approved by Supervisor name.... At least that's what I would have done.
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The CSR notated that he was being forced to apply the credit, with the supervisors watching over his shoulder, they tried to make him take it out but he saved it before they could do anything.
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One shouldn't put notes that hes being forced to place certain credits by higher management. Post that they AUTHORIZED it, but if the CSR is just upset over a difficult customer, sometimes they don't want to give credit for personal reasons. NEVER let personal issues get in the way of dealing with customers. Ever.
Management shouldn't force a rep to give credit he feels is not justified, but if its blatantly justified, the rep should take ownership and apply with without resistance.
Management shouldn't force a rep to give credit he feels is not justified, but if its blatantly justified, the rep should take ownership and apply with without resistance.
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"...but its not like its your money you are crediting"
> Um, it IS YOUR money you are crediting... where do you think end of quarter and year end bonuses come from? Obviously our credits aren't the only factor in determining bonus amounts, but in the end a call center's cost efficiency is determined by how well ops is paying attention to call volume and how much credit reps at the center are giving away. For this situation, why exactly did the supe(s) force the credit? Empowerment per company policy goes both ways. YOU don't have to apply it if you don't feel it's warranted, that's why supes and res are there to SUPPORT us, isn't it?
> Um, it IS YOUR money you are crediting... where do you think end of quarter and year end bonuses come from? Obviously our credits aren't the only factor in determining bonus amounts, but in the end a call center's cost efficiency is determined by how well ops is paying attention to call volume and how much credit reps at the center are giving away. For this situation, why exactly did the supe(s) force the credit? Empowerment per company policy goes both ways. YOU don't have to apply it if you don't feel it's warranted, that's why supes and res are there to SUPPORT us, isn't it?
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At AWE it is supposed to be if you promise it you post it, a sup is just as responsible for posting what they authorize as we are.
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sups are like birds they dont care who they **** on as long as theyre flying with the other birds ( sups and ops) , if it is against policy , a rep cannot do it, unless authorized by sup,if thats what you notated, your clear, whether or not you agree is not in question , it is on sups head if you clearly stated it was sups authorization/decision on matter...dont worry there are more calls in q .
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The call is going to human resources i believe 😁 God bless policy. And for once making a supervisor pay!
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Sorry, I don't agree. Since this is a biased story, I won't make anymore comments on this issue.. I reccomend taking it up with HR, or the Ops manager.
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Isnt the policy that you promise the credit you APPLY the credit? Is there some reason the supervisor or Res couldnt apply the credit? I know that the rep is liable for feedback for issuing credits and perhaps he didnt feel that he could justify it. It seems that the issue has become some sort of bloated monstrosity but if the management was so hot to have the crd issued why didnt they do it under their own login?
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Just put the credit and who auth it and if its not a big amt who cares??? Just do your job and keep your mouth shut. If you dont like working at a certain job, GET ANOTHER JOB
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Wow, seems that the old saying about the customer always being right has been long forgotten. I think some CSRs forget that their callers are what fund their pay checks. Even the ones who are jerks. If i were the supervisor I would have contacted HR about terminating the offending CSR. Blatant insubordination combined with poor CS...what are they paying this guy for????
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But, with 'the customer is always right', comes 'the customer has to assume some responsibility'. Maybe not in this case, but in general.
That's what customer's seem to forget....that they are ultimately responsible for their minute usage, their roaming charges and their basic understanding of the program in general.
Ignorance is not bliss....it's an a$$-biter.
=)
That's what customer's seem to forget....that they are ultimately responsible for their minute usage, their roaming charges and their basic understanding of the program in general.
Ignorance is not bliss....it's an a$$-biter.
=)
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