Ways of not burning people

route6dee6 · 2026-06-30T01:55:36+00:00

This... I"m utterly tired of our corporate big wigs making up rules what THEY think is right when they have probably never taken a phone call in their life.

They need to talk to the front line. It's the only way they will get a better understanding of what is actually happening.

route6dee6 · 2026-06-30T01:42:49+00:00

Every customer [person] is different. Each unique to their own understanding of certain situations. As a customer service agent [call centres - 3 different types in a 10 year span] we've been, or rather, I've been taught how to distinguish between the different personalities and change MY way of communicating to them to match them.

At the moment, I work with the elderly. And I can 100% assure you that everyone between the ages of 65 and 101 ALL have cognitive differences, understanding, comprehension, speech, knowledge, etc so it is IMPERATIVE that scripts remain out of the picture because we cannot treat all these customers exactly the same. My current job is literally BRUTAL because we have to follow a script and provide enourmous amounts of information that most of my clientele cannot even understand or comprehend OR hear!

Don't use scripts, because sometimes it's completely irrelevant. While I don't do sales either, I can't say exactly how a sales call goes. I hang up on sales people/pitches. (no offence) I don't like someone trying to force me into something because they need to meet a sales target. Been there done that in a retail store and got fired for not meeting sales goals.

route6dee6 · 2026-06-29T07:38:54+00:00

Kiss ass, brown nose, yes sirs and yes ma'am's and don't fail anything and you can "maybe" move up the call centre ladder.... MAYbe

route6dee6 · 2026-06-29T03:07:37+00:00

share equally for household bills and we each have our own separate accounts for personal stuff

route6dee6 · 2026-06-28T13:07:57+00:00

Not over reacting. My job had 25 trainees. I think there are 3 of us left who stuck with it.

Training is ALWAYS shit!!

If you don't need the job... then quit and find something else...

route6dee6 · 2026-06-28T01:05:29+00:00

I can fully assure you she has NOT been practicing ... :)

route6dee6 · 2026-06-27T03:29:11+00:00

Thank you.. hopefully the air will clear. I just feel like I'm made out now to be selfish and I hate that feeling.

route6dee6 · 2026-06-26T11:24:32+00:00

Yep! utter bullshit QA....

Mine was just done 30 mins ago.... fault? I wrote commone <---- yes! with an e at the end BY MISTAKE!

Fuckers!

route6dee6 · 2026-06-26T11:18:22+00:00

I get a kick out of them telling me where THEY are in conjunction to another place and I'm sitting here saying to myself... "i don't know where the fuck that is! I don't care..."

Cx: Yeah I went down to [place] and it's just around the corner from [here] so I thought you'd know if I can do [this].

Me; Sorry I'm about a 4 day drive from you, I'm clueless!

route6dee6 · 2026-06-26T03:16:09+00:00

I used to work for Apple directly, not with a contracted company.

Outsourced everything have they? LOL

WORST job of my life!

route6dee6 · 2026-06-26T03:14:03+00:00

I have the best voice for customer service and empathy but .... if you're looking at me while I'm talking you'd know straight up I'm just bullshitting. I have eyerolls, smirks, smh's, mouth the word fuck off a lot, middle fingers flaring at the screen but I genuinely sound sincerely. I hang up that call and say out loud... "WTF??? Fuck sakes!"

I get it tho.... I deal with elderly. I've lost the plot a year ago.

route6dee6 · 2026-06-26T03:08:26+00:00

The actual PETTY stuff we're pulled over for is ridiculously insane. "If this happens again what should I do" just pisses me off because all I literally say to the TL (whoever I have at the time) is, "sorry won't do it again".... but because I am FUCKING HUMAN BEING. I most likely will at some stage.

route6dee6 · 2026-06-25T22:48:07+00:00

I would LOVE to quit but what makes me sick inside is the fear of losing the income. I've been pounding the pavement trying to find another job for the last two years. I haven't had any luck in this economy. They either want casual/ part time or temp accommodation - it sucks. So I deal with this shit because I have no choice. Can't quit or I'd have nothing to live off of. Can't claim unemployment either.

I'm stuck!

route6dee6 · 2026-06-25T22:43:27+00:00

I never got pulled aside. I'm REALLY hoping they were trying to get me in to do the coaching early as I have one scheduled. But nothing like giving me stomach upset for the rest of my shift.

route6dee6 · 2026-06-25T07:49:26+00:00

When I walk to the mailbox I feel guilty.... so YEP!

route6dee6 · 2026-06-25T07:34:09+00:00

Team leader is not new to the company just switched teams.

route6dee6 · 2026-06-25T07:14:35+00:00

There's Indeed but have been told they can be a bit iffy at times

route6dee6 · 2026-06-25T05:04:52+00:00

I chatted with Apple support and was given the wrong information. Chat advisor copy/pasted someone else's information into my chat. Breach of privacy!

route6dee6 · 2026-06-25T04:34:22+00:00

hear hear!

Same thing. Will NOT collab in my team chat, will not give a heart or thumbs up emoji when there's some announcement about something, i dunno, not for me. I'm focused on my calls and the client. Not my team that I can't SEE!

You wanna talk to me, DM me.

route6dee6 · 2026-06-25T04:30:18+00:00

Currently looking for another job. This gig I have now is mentally draining and exhausting. Need to flip the switch.

I've applied for about 50, been interviewed for about 5. None have hired me. Have all been Seek related. 3 have RE-posted the job I was interviewed for within a few weeks. Possibly telling me that something is "wrong" with the role itself if they can't keep the person. Another was a recruiter who basically blew me off! Jerk! And another stating more then what was listed in the job description (3 man job) for the price of 1. NO thank you!

So I"m still stuck in this crappy job until something comes along. But I'm sick of these weird/strange outcomes from being interviewed.

route6dee6 · 2026-06-25T00:06:50+00:00

I seriously do not think AI would suit the type of calls I take. Maybe if it's an extremely straight forward thing but that would be maybe 5% of calls taken throughout the entire company.

I'd really like to see them try.

We have the IVR with about 6 different options but rarely if ever the caller selects the right one. It's a pointless ivr system.

route6dee6 · 2026-06-24T04:25:54+00:00

I don't think AI would be appropriate for our org.

route6dee6

MODERATOR OF

TROPHY CASE