I would say the past month with all the JSL issues, angry customers and talk of layoffs has put me in a very dark place. Im very concerned about the metrics and how out of reach they are for us all. Im seeing more orders without wraps or wizard runs as agents are afraid to touch the order over FCR, HCR and CSAT goals being so high. This is resulting in customers calling back in super mad and theres not even a note on the order from that previous call. The same thing is happening with JSL, they make crazy promises to customers and then say rate me a 5 in the survey. When the customer calls in, we get the bad CSAT. I want to know what is managements goal with the insane metric expectations, do they just want rid of us all? They are driving away the good employees who just want to do their jobs. I have been with Wayfair 8 years and I used to like my job, now I live in fear every day with how difficult management has made the job we do. Add to that all the supplier issues, carrier issues, tech issues and JSL, Wayfair has become a challenging place to work. And it seems like all of the blame is put on customer service agents. There is no other department in Wayfair that takes the blame for a carrier losing or damaging an order, or when we cant run a return wizard and the customer has to call back then FCR takes the hit and we get the bad CSAT. Or when JSL makes crazy promises, this falls on the agent on the phone. Management needs to fix the underlying causes of bad CSAT, and think about why a customer calls back in before pushing the blame onto customer service agents. Management is failing both on the employee end and the customer end.
Says it all, @1mdl+1tbWGEos.