Lets start ranting. About work.
It’s always people who work who have something to say about work. Let’s start there. I feel like I write a LOT about my work and right now I want to get a whole bunch of it out in the open. I’ll probably be writing/ranting about things I’ve already written/ranted about in the past, but I am going to find amusement in the fact that its been written about all at once in one giant mind-fart like senario.
For today, I would like to rant about the policies of the company that I work for.
I was hired, and am officially, as my job title predicates, a CSR. Customer Service Representative.
Now one would normally associate a CSR with someone who can service customers to the best of their ability within the policies and rules of the organization. I don’t mean service in a sexual way, although in my first definition of CSR that would mean that escorts & hookers would also be CSR’s considering they service their customers to the best of their ability. I wonder if a hooker has ever written that on a resume.
Getting off topic.
Back to the topic. When there are so many rules, regulations and policies that hinder the CSR’s ability to actually service customers, I don’t understand how a company stays in business. I thought we were supposed to make the customer happy. I didn’t say the customer is always right. Everyone who is a CSR or works with customers realizes they are quite often very very wrong but you try to handle the situation to make them happy anyways.
But for instance. There is a rule here where if we ship you something, or if you pick up something, you have 24 hours to find out if anything is misplaced, or damaged, and to report it to have it replaced. That sounds fine and dandy, except for the fact that the majority of the customers I deal with purchase in large quantities. Say a skid’s worth? Nay, say a truck-load’s worth (which is anywhere between 18 and 29 skids depending on the customer and transportation weight-restrictions) I don’t know how the company actually expects their customer to go through every box to find something broken.
And of course, if a customer says “Hey, two days ago I received a skid, just got to the bottom of it, and the entire bottom row of boxes have broken product” our typical response to that is “Tough. You should have called us yesterday.” And while I can understand “if they don’t tell us very soon they might have broken it themselves and now they want us to replace it” but I think not a whole lot of breaking can happen, and there needs to be more trust in your biggest clients that order tonnes and tonnes of stuff from you every week. And when I mean tonnes, I literally mean tonnes. When there is one million pounds of product being shipped to a customer… that’s a whole lotta product.
And with the amount of customers I get who are grumpy at me because a lot of stuff was damaged and I can’t authorize to do anything about it… oi. Makes my job a whole lot of not-fun.
The mood to write more will continue I’m sure.
