I do telephone customer service. I work hard and try to provide the best customer
service I can. Up to a point I can put up with a lot from the customers who call in, because up to a point, that's the job.
But there seems to be this belief that if someone has a customer service job, it is perfectly fine to treat them, treat us, like dirt. We are not worthy of being treated with respect and dignity. Perhaps it's the depersonalization. I'm just a voice on the other end of the phone, so I'm not fully human, and not worthy of dignity, respect, or even fairness
My employers seem to believe that all of us are interchangeable, valueless, and easily replaced. I don't know all employers, but I'd wager that's par for the course. We are pushed harder and harder to act like machines and not complain, and if we go along, they replace us with machines
Experienced customer service agents are chewed up and spit out -- and then customers complain they "can't get a person," and employers complain they "can't get good help," as they pick the flesh of their last agent out of their teeth.
The good days are good, as with any job. The good days get more scarce, year over year. The trouble with treating any worker as expendable is that sooner than you think they will be expended. And you'll go from having good experienced people, to adequate inexperienced people, to folks who can only read what's on the script -- which is fine, because they work cheap and are easier to manage.
The only reward for a Job Well Done is another job. And sometimes not that.
"She said a good day, ain't got no rain. She said a bad day's when you lie in bed and think of things that might have been."
posted from Bloggeroid