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Originally Posted by the devil
Managers? mismanagers more like. I tell my TM every time I have a 121 that subs want people to sort out the problems not rush the job & do it half assed. Trouble is its a vicious circle, loadsa calls cos loadsa problems, to reduce the amount of calls coming in we need to spend more time with each customer to get problems sorted so they don't need to call in another 10 times thus reducing repeat calls. But to do this the call handling time will increase so abandonment rate will increase but look at the bigger picture - if problems sorted first time then repeat calls not necessary & less waiting for customers. I have just got off a 20 minute call where customer had billing issues because someone didn't take payment properly, wasn't until we went back to last august & checked every bill & every payment that we found the payment not processed. Now he's happy but I got moaned at for taking so long on call. I NEED A BEER!
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Well lets say you deserve a medal for giving the customer the time needed to sort out the problem and tell the person who moaned to get their but on here so we can enlighten them on the best way to stop recalls..