Quote:
Originally Posted by Katsunami
No. And that's the reason why I only worked in CS positions in which I always knew exactly what needed to be done to help a customer as adequatly as possible (which sadly enough, often entailed bending or even breaking policies).
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I was working help desks around the time that "empowerment" was just starting to become a buzzword. The idea being that
supposedly front line employees were "empowered" to make policy exceptions. That they can and should 'take ownership' (also just coming into buzzword vogue then) of the issue and do what they could to resolve the problem.
I have worked in places where that was just lip service and you would get slapped down if you were so foolish as to think you knew better than the policy makers, and I have worked in places where the idea was really taken to heart and customer satisfaction became a more important metric than some of the other volume-based targets.
Nonetheless, the reality is -- and I say this as a member of the public who calls CSRs, not as CSR myself any longer -- all I really want in a CSR is someone who sounds like they understand what I'm asking, and who makes it seem like they are giving my issue due attention.
Even if the decision comes back against me...I can't return the item or whatever--I'll be happy with the CSR if they at least make me THINK they put some effort into helping me and are sorry that they couldn't do more.
(I still might escalate the issue if I truly think the decision was unfair, but the escalation will include praise for the CSR.)
ApK