Quote:
Originally Posted by BenMcr
No-one will pretend to be an agent's line manager.
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Do you want to bet on that one as sadly it is true and it does happen as I have had this done on a few calls myself.
---------- Post added at 17:06 ---------- Previous post was at 17:01 ----------
Quote:
Originally Posted by carlwaring
Again, which manager though? Becasuse the Customer Services Manager should really know what his Reps know.
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Again not all managers know what his team know because they have been employed as managers not first line agents and they rely on the agents knowledge.
As already stated all companies want issues sorted at First Point of Contact and this has now been put in place in the banking industry as the FSA decided it was a legal requirement that the customer must have their complaint sorted out at FPOC otherwise the banks now get fined if it is escalated to the Financial Ombudsman Service which is an automatic £500 fine even if the customer turns out to be in the wrong.