Metrics are changing Oct 1st its gonna make it impossible to do our jobs without being put on PIP or getting fired. No one will be able to meet the new metric goals. I feel like this is by design so they dont have to lay people off in customer service. Massive disconnect with management and all the issues we face every day. I have never worked for a company where the customer service agents are punished for damaged items arriving to customers.
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CARE Also, they made it so that now when we need to do a Revenue Adjustment for Assembly services, Warranties, Returns, Discounts and such it is held against us as a metric meaning that if we have do return shipping costs to someone who had a return that was not set up correctly and should have been an RAP with free return shipping....when they call in about not getting their full refund we have to rev adjust that. When we do that we have to refund them 100% of the remaining Revenue on the order which in turn is a HCR for us in CARE so each time we need to do discounts or additional discounts we are being hit on top of all of the other metrics and raised CSTAT that they pretty much admitted that they raised everything because they were paying us all too much in bonuses that WE WORKED FOR! So they made it pretty darn near impossible so they can save money all while being able to do PIP Plans and such and firing us for metrics without looking bad to their upper bosses and Lenders for having to do lay offs- WE ARENT STUPID WAYFAIR! MAYBE WE SHOULD ALL CALL A UNION AND COMPLAIN SO THAT THEY ARE FORCED TO GET ONE BUT THEY WONT KNOW FOR SURE IF ITS BEING DONE HUMMMM I would rather pay dues to have the protection offered from them and have someone to go to about all of these issues we have. No one listens to us at wayfair. They all make excuses for things and we have to pretty much sit and deal with it.
They are changing again? Do we know what's changing and what the new unrealistic goals are?
These new metrics are insane, its like they are holding customer service responsible for damaged, lost or wrong items. There should be a labor law against this.