More and more tenured reps are leaving or being muscled out and what's left behind are new blood reps who don't even know how to hold a conversation on the phone and transfer every call to tier 2 lines. No interest in learning or helping the client. Just working as Transfer Specialists now.
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@cb you described an average day of work for me lmao, absolutely spot on
I don’t understand why reps can’t admit when they don’t know something and ask for help. Though, the few times I have had reps do that, their supervisor or whoever they asked was the one to instead blatantly and confidently give incorrect information. Anytime you talk to one that actually knows anything, you are usually already in the middle of a 5 step process given by three other reps and all of it is completely wrong and has made everyone’s lives harder. You can hear the exacerbation in their voice when they say “Who told you that?”
The best is when processors offshore f everything up, then an inexperience rep with no social skills (nor knowledge) tries to fix it after first giving you attitude for bringing up a problem, and then you escalate to a manager who leaves you on read all day.
SEEING THROUGH THE CLIENTS EYES
(I worked on the phones for the first decade of my career. Absolutely no excuse to behave the way some of these people behave).
I know we all have the same experience.
“Hey, I don’t even know if I called the right department, but the client I’m talking with said something about your department, so that’s why I called you.” I didn’t ask any follow up questions to see what they really need. “Can you please take the call?”