As many of you know I decided to take a break from the blogging world last year. I must say that the break was well needed.  The time away allowed me to revaluate my personal and Business goals. I even took a part time work at home job within this time frame providing tech support for “the fruit” (name changed due to NDA)

At First I loved the job, it was fun and exciting however now I hate it! To be honest It’s not the job that I hate it’s actually the company polices.  I am good at my job and love my customer’s for the most part but OMG if you get one angry customer who gives you a bad feedback on the surveys that are sent out it kills your scores even if the issue is not you personally! The customer will even leave comments saying “it wasn’t the advisor” but that still don’t matter!  That means everything goes down hill from there! I have been working for them almost a year and have got 4 bad surveys in that time frame, you would think that is good right? Umm No because the last 3 that I got have been in the last 2 months!  Well it was two dissatisfied and one neutral.  However I didn’t know that the neutral hurt just as bad as the dissatisfied till I got hit with one.  So I got my first write up and had 7 days to bring my numbers back to 90%. I was able to bring January’s score up but February killed me. I got hit with another dissatisfied at the first of the month and recovered but as soon as I recovered Guess what I got hit with a stupid neutral that was actually a carrier’s issue and nothing “WE” could do for the customer.  Keep in mind it takes 10 Good surveys to bring just 1 Bad survey back to 90%.  That don’t really seem like a big deal but when you work part time and really not bringing a lot of surveys in its hard as hell. Plus the fact that most customers ignore the surveys and never return them.

So now I am reevaluating if the stress is even worth it any more.  The last 2 months I have been so stressed to the point where it is making me physically sick. I used to read other people’s reviews and post about this job and thought they were just crazy! I was always on the “Top Performer” list and never really understood the “struggle” till now! Now I understand all the rants…  Because the truth is at the end of the day you are just a number to them. They could care less about you! That is why the turn over rate is so high.  I don’t understand how a company can put so much value on these types of surveys especially after reading the customer comments that clearly state the issue wasn’t anything the advisor did or didn’t do.  I just wish customer’s would also understand these surveys are not asking about your products or your thoughts on the polices it’s strictly about the advisor’s that handled the call. So next times please reconsider when you are about to leave a dissatisfied survey due to the fact that the agent helping you could not resolve the issue. Because 9 times out of 10 the real issue you have is the company’s policy and not the agent.  The best way to leave feedback for the company is to actually go to the website  and contact corporate directly.  As Agents we have very little control of overriding the policies put in place.  I know our agents go above and beyond to try to help fix the issue but if your way out of your warranty or can’t prove you’re the account holder there is nothing we can do. Trust me we would love to solve every issue but we just can’t….

So now seeing how important those customer survey’s are I make it a point to leave good feedback whenever I can.  I think the only time I would ever leave bad feedback if the agent was just plan rude because at the end of the day I know they have no control if policies are in place.