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Mar. 31st, 2007
Work rants
Mar. 31st, 2007 12:31 pmLast week I spent 4 days in training to handle calls coming from the store that wears red shirts .com side. We had always powered the page but someone else did the customer service (could have been them). I have reached two conclusions: customers seem to take the bad news of shipping costs rather well and the store employees are not always playing with a full deck.
Example 1: Store returns clerk called .com b/c guest (they are not customers, they are guests), was returning things. Clerk was a bit snippy b/c her register would not let her refund the order without entering a percentage. All the guest had gotten was free shipping. Finally, bitchy clerk said you will have to speak with my manager and he is going to want to speak with my manager (like that was going to happen, it is a training class). Manager was equally as snippy. We forced manager to do his own calculations to try and come up with some percentage.
Note: Phone monkeys at call centers are not gods, we can only do so much. The corporate suits gets their panties in a wad if se try and give customers any money .
Example 2: Store returns clerk calls. Guest had previous returned item b/c damaged, got a store gift card. Came back later, and wanted to have the return refunded to the orig purchaser method of payment. Fine, do it. clerk was not being allowed to do it b/c the item had already been returned once. Clerk calls me. WTF? I called around the store's phone tree (which sucks by the way) to try and find out what undereducated clerk needed. Finally got refund authorizations who could do something for her. She whined when I gave her the number. Your job lady, not mine. I will take an order, I will direct them to the on-line returns center, I can not just create refunds from thin air.
I don't mind the setting up of on-line accounts, I don't mind placing orders, I sneak around and do that when doing the other employers stuff (not supposed to, if you act nice and sound very sad when I tell you I can't place their order usually wins a order placement me, the wonder Chele.
Hours? Still getting used to them, I forgot how hard those hours were when I was commuting. I usually crash between 9 and 10 and get up 4:40. I have it timed, quick check of email, shower, dress, out the door by 5:15 - 5:20 and I am at work 5:30 to 5:35 (oh that is am time). Out of work at 2:45.
Winter, will have to adjust those times somewhat to include scraping all the frost and shit off of my windows.
Need a nap. I miss my naps. My body still thinks it can nap and will try to have me nod off while waiting for a call. Not a good thing.
Example 1: Store returns clerk called .com b/c guest (they are not customers, they are guests), was returning things. Clerk was a bit snippy b/c her register would not let her refund the order without entering a percentage. All the guest had gotten was free shipping. Finally, bitchy clerk said you will have to speak with my manager and he is going to want to speak with my manager (like that was going to happen, it is a training class). Manager was equally as snippy. We forced manager to do his own calculations to try and come up with some percentage.
Note: Phone monkeys at call centers are not gods, we can only do so much. The corporate suits gets their panties in a wad if se try and give customers any money .
Example 2: Store returns clerk calls. Guest had previous returned item b/c damaged, got a store gift card. Came back later, and wanted to have the return refunded to the orig purchaser method of payment. Fine, do it. clerk was not being allowed to do it b/c the item had already been returned once. Clerk calls me. WTF? I called around the store's phone tree (which sucks by the way) to try and find out what undereducated clerk needed. Finally got refund authorizations who could do something for her. She whined when I gave her the number. Your job lady, not mine. I will take an order, I will direct them to the on-line returns center, I can not just create refunds from thin air.
I don't mind the setting up of on-line accounts, I don't mind placing orders, I sneak around and do that when doing the other employers stuff (not supposed to, if you act nice and sound very sad when I tell you I can't place their order usually wins a order placement me, the wonder Chele.
Hours? Still getting used to them, I forgot how hard those hours were when I was commuting. I usually crash between 9 and 10 and get up 4:40. I have it timed, quick check of email, shower, dress, out the door by 5:15 - 5:20 and I am at work 5:30 to 5:35 (oh that is am time). Out of work at 2:45.
Winter, will have to adjust those times somewhat to include scraping all the frost and shit off of my windows.
Need a nap. I miss my naps. My body still thinks it can nap and will try to have me nod off while waiting for a call. Not a good thing.