There is a massive gap in tech, telecom, and actual sales knowledge among the CSSC team leads. Instead of leading with real product expertise and honest solutions, they rely on manipulation and shady tactics to hit numbers, which completely trashes our company's reputation and customer trust. Their sheer ignorance about our industry is staggering.
Management constantly shows they don’t know the first thing about what we do, so they just make things up on the fly to cover up their lack of knowledge. For example, they clearly don’t even know the definition of the word empathy, so they just fake it by making up robotic, scripted lines that sound completely insincere to anyone listening. Out of pure ignorance, they will straight-up lie to customer service reps by feeding them entirely fake and false information about our products, claiming we have network features or hardware specs that are pure fiction, which leaves the reps totally blind when trying to help customers. They regularly feed reps fake details about product rollouts, forcing staff to pass along completely fabricated dates for products that don't even exist yet. On top of that, they lie to the reps about company policies and contract terms, meaning the frontline staff unknowingly pushes false product promises and looks incompetent because leadership doesn't actually understand the product line. And whenever management messes up internally, they lie to the reps and blame a fake "system glitch" or backend product outage to mask their own lack of technical understanding, using the company itself as a scapegoat instead of just being transparent.
This reliance on BS over actual competence is an embarrassment. It creates a toxic environment, ki-ls customer retention, and leaves the front-line staff to clean up the mess leadership leaves behind.
I’m a TL who is tired of this.