gothams3rdrobin (![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
gothams3rdrobin) wrote2007-11-20 11:04 am
gothams3rdrobin) wrote2007-11-20 11:04 am
Okay, NOT happy....
Just had my monthly one-to-one with the team manager supervising the department at the moment (my own manager's off helping with a phones team). Everything's more or less okay, provided I keep on top of my productivity (HAH!), but they now want me to do something else as well now, to 'give me more variety'...
They want me to start phoning customers.
This has pretty much wrecked my day, frankly. Okay, I am capable of using a phone - though I have a deep hatred of it that borders on phobia - and I used to take calls from customers when I worked on the Butchery department at ASDA. But that's a million miles away from calling someone about their car insurance!
Michelle reckons that she's listened to me calling Accounts, or other insurers for No Claims Bonus confirmation, and thinks that I have a wonderful phone manner. So she thinks I should be able to call customers to let them know that certain documents we need in have arrived. She doesn't want me to deal with any queries, though how she thinks I'm going to avoid that I don't know! I can guarantee there'll be someone who'll want to ask me about, say, whether they can drive someone else's car Third Party Only, or how much it'll be to add so-and-so to their policy, just 'cause they've got me on the line. *sighs*
It's not so bad calling other companies or departments, 'cause they have to give me the same level of service, and there's something of a script involved. But how would you expect a customer to deal with a call from some stammering idiot nervously trying to talk to them and getting so flustered her tounge's in knots?
This is seriously freaking me out. I need to get out of here. NOW!
They want me to start phoning customers.
This has pretty much wrecked my day, frankly. Okay, I am capable of using a phone - though I have a deep hatred of it that borders on phobia - and I used to take calls from customers when I worked on the Butchery department at ASDA. But that's a million miles away from calling someone about their car insurance!
Michelle reckons that she's listened to me calling Accounts, or other insurers for No Claims Bonus confirmation, and thinks that I have a wonderful phone manner. So she thinks I should be able to call customers to let them know that certain documents we need in have arrived. She doesn't want me to deal with any queries, though how she thinks I'm going to avoid that I don't know! I can guarantee there'll be someone who'll want to ask me about, say, whether they can drive someone else's car Third Party Only, or how much it'll be to add so-and-so to their policy, just 'cause they've got me on the line. *sighs*
It's not so bad calling other companies or departments, 'cause they have to give me the same level of service, and there's something of a script involved. But how would you expect a customer to deal with a call from some stammering idiot nervously trying to talk to them and getting so flustered her tounge's in knots?
This is seriously freaking me out. I need to get out of here. NOW!
no subject
So when ya moving down here???
0;-p
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no subject
For the bits where they ask questions, I suggest a pre-planned script if it's possible. Something like 'I'm sorry, I'm not authorised to answer that at this time. If you would like to leave your queries with me someone e-mail you with the information within X working days.' Then you can still find the answers and e-mail them, but it takes the pressure off. Would your manager go for that?
*hugs*
no subject
There are scripts that can be worked out for these things *nods* That's how I cope with the calls I do now. It's just the high probability of having to deviate from the script that has me worried. I can tow the party-line with ease over email, but having to say it outloud? Really difficult. And if I did use your suggestion of saying someone would email them back? That person would be me, so they'd wonder why I couldn't just speak to them and get it resolved straight off *sighs*
Basically, it's time to go. I'm actually amazed they waited this long to start trying to 'ease' me onto the phones.