So many people are getting fired over how they are speaking to customers and disconnecting calls. Be very careful people I know of 7 people fired in the past 2 weeks. My friend got fired last week when the customer was being nasty and she told the customer that she would end the call. She was told by her manager that there is a no tolerance policy and her employment was terminated on the spot. We deal with some very nasty people on these calls and they are allowed to be abusive to us in calls. Very scary times in Wayfair.
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There is still a policy in place regarding dealing with a-hole customers, but you don't get to hang up on them. Being cursed at and treated like a non-human is part of your job and you are definitely not getting paid enough.
I got fired for performance issues that I was actively working with the ERC/accommodations team to resolve. ADA means nothing and they will still fire you. I'm expecting my UI claims to be a nightmare too. I hope they do this to someone who has more money than me that can hire a lawyer to open a lawsuit. Good luck out there.
Crazy that leadership has the time to review calls but can't jump on queue to help us with the constant back to back or help improve Genesys.
A couple weeks ago my manager in a team meeting for sales said what constituted am automatic termination. Hanging up was one of them. It is a call center so there will be sh---y people. But just keep in mind this can be a stepping stone to a better company or position.
In 2019 the policy was you did not have to take abuse and it was encouraged to ask customers to be professional as they expect the same from us. It got changed somewhere in 2022-2023 but was not changed on the info hub. I was told in a meeting we don't do that anymore but no one was fired.
Someone I know was let go for disconnecting a call after a customer made homophonic comments toward them because of the way their voice sounds. We were all shocked bc they were known for following the policies to a Tee and they were a top agent.. They did nothing wrong and followed policy based off the way it's written in the infohub, yet they were just told "Well, that's just not how Wayfair is doing it anymore".
Well, let's not forget that it's a call center. If you have dreams of being treated fairly by an angry customer who is mad at the company you willingly work for in customer service role, this is not the place for you....
Hmmmm…agreed that you’re dealing with abusive customers and I have empathy for you there. But there are agents being straight up a--holes for no reason. I doubt your friend that got let go was giving you an accurate representation of that contact. Leadership is reviewing contacts first hand and some of them are truly awful customer service. It’s the job.
Yep and the customers are allowed to be abusive to us and we have to take it.