10/ They were not saying "Travis, you worked behind the counter at this firm, therefore I think you suck and did this to me". And because they were not saying that, I did not need to say "no, Bob did this".
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24/ I remember once, circa 2000, I was doing a mortgage refi, and the bank screwed up and let my rate expired. I demanded the original rate. Front line support tried to attrit me away by talking. I stayed on the phone for 90 minutes before they folded.https://twitter.com/serbantanasa/status/1430152816136491014 …
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25/ yep; agreed one of the first things they told us in AFROTC was that "uniform" meant "one shape", because while in uniform we were all representatives of the same organizationhttps://twitter.com/TheLumpenprole/status/1430153149411627008 …
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Also agree. I used to work for Capital One, and while I work in a different division at HQ, I know they forced their call-center folks to follow SOP scripts. Number of escalations to manager was a metric being held against you. Essentially meant to attrition complainers.
Thanks. Twitter will use this to make your timeline better. UndoUndo
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In similar work sitiations i was never given on org chart or most basic explanation what the company actually did. Just a script and a # to transfer to if things go off script. At that pay it makes more sense to spend your energy looking for a job than learning the one you have.
Thanks. Twitter will use this to make your timeline better. UndoUndo
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I worked the Customer Service desk at Books-A-Million in college. All I was authorized to do was literally search for books in the system to help people find them. I couldn't do anything else.
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But they stuck us at a desk in the middle of the store under the giant "Customer Service" sign. We were functionally there to be a shieldwall between the customers and the manager, who was the only one who could do anything.
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