So it was a day that just started off crappy. First I'm woken up by contractors doing god-knows-what to the house. Then when I'm in the middle of taking off my shirt, I hear this crash, and my drawers have fallen out of my dresser, so I have this big mess of hair stuff all over the floor. Then I'm doing my usual stuff at work, answering questions, taking escalations. And usually I'm like, argh can't you de-escalate it so I don't have to talk to them? but today I'm actually like, sure, whatever I'll talk to them and give them the same options. Then I get the escalation from hell.
Customer was very nice, polite but extremely upset and rightly so. She's talked to a whackload of reps and none of them seem to be able to get any info right or set up properly. Told she could have all these things on a 1 yr contract, heck no, isn't even given the right amt of min avail on her plan b/c people can' t be bothered to read. Even when I call into another dept to check if they could do something for her, they don't even know the proper amt of min until I tell them that the promo can't be stacked. Yeah, a lot of people will be getting feedback. But it just pisses me off so much that this many people can't do their job properly. While I may not jump at taking escalations, whenever I'm on a call, I always make sure everything's cool before promising something. But no, there's just so many reps out there who are such idiots that you just wanna strangle them. I was really tempted to actually ask her if she wanted to cancel b/c she shouldn't give business to a company that has so much incompetency. But I guess that wouldn't be a good idea. "Ma'am, do you really want to settle for this half-pulled together offer that others have set up for you?" Of course she was under contract, and I wouldn't have waived it so I guess it's good I didn't offer. But it was so nasty to be looking at the screwups, I just wanted to cry.
And you know what? The company is encouraging these mess ups w/ their stupid commissions, limits on how long you're supposed to handle a cust. It's absolutely ridiculous. The company just doesn't encourage reps to care about their jobs. There's always gonna be jerks who think it's fun to rip a customer off, or screw them up, but even for normal reps, there's just no incentive to make them wanna do their job properly. It's just a paycheque. And a crappy one at that. The only thing that keeps me doing my job properly is b/c I'm the kind of person that likes to get things right and know about everything. There's no program avail that recognizes me for the hard work I put into getting things right, and I'm even penalized b/c I take the extra time to make sure things are correct If it weren't for some awesome supervisors I've had, I'd be near the bottom b/c of my stats. But b/c my supervisors do see all the work I do, they give me extra marks on non-stat stuff. I think I need a vacation.
