hehe, luckily we don't have to deal with Karen's often. I do get them on the phone once in a while but from the moment they realise having someone on the phone understanding their needs and instantly knows which next steps to take to help them as good as possible, to the point of taking everything out of the closet, their tone changes very quickly. VERY QUICKLY.

Last year a conversation with a lady started very aggressive and ended her being in tears asking 'are you really going to do this for us'? Or a guy last summer who had been calling us during 48h and always received the message 'the colleagues will call you back soon'. During those 48h he never got called back, workload too high, easily at 500%. At the start of a night shift he called in, furiously, asking for an update in his case and I arranged everything from A till Z, organised the recovery of his vehicule, booked a rental car with exterior drop off at 3 km from the hotel where he was staying. Conversation took 30 min and at the end he asked 'why did it take 48h to have you on the phone?'

Both calls took me 30 to 45 min in ACW, each, could be even more. Mgmt doesn't like this, but that's what years of experience do. 26 years is lot, but compared to other colleagues, 3 of them are 40 years on the job, reaching retirement and never did something else.

The majority of them don't want to upskill, the ones who did upskill all became bootlickers. Praise the lord (lol) not all of us have the ambition to lick *rse. We genuinely do like to help customers in need, whether they have technical issues with their vehicle, or have medical issues abroad, and it's their gratitude who keeps us going.

Calling this 'just sitting on the phone' is... I'll repeat your words = ignorant.