The Lamentations of Amazon Customer Service Agents

The Lamentations of Amazon Customer Service Agents

We’ve delivered you pretty a few firsthand money owed of the misery of running for amazon customer service at all levels, from the company workplaces to the warehouses. Nowadays, we bring you memories of woe from the those who solution amazon customer service number support calls.

We gift to you memories from customer support retailers. The primary:

I’m certain some of the folks who without a doubt emailed you possibly have quite a bit more to cope with through being within the office amazon customer services, but i’m now not positive if you’ve heard whatever from the make money working from home oldsters. We don’t have as hard a time as some of the people that paintings onsite, however there are other troubles brewing for us that make the task much less than ideal, and it’s based off our customers. Let me start via explaining how our metrics paintings. We’re timed on all our calls & have goals set for hold instances, speak instances, and after call work (just like all call centers are). But the most important difficulty we’ve going on right now pertains to the metric we get from customers answering the survey at the quit of our emails. We’re anticipated to have a certain percentage of “no” responses. Obviously the decrease the share, the higher we are doing, in management’s eyes, to hold human beings glad. This system is defective. Why? Because we’ve got some clients available that determine, even though we solved their problem, to click “no” in preference to “yes” and we don’t have any statistics on why except the consumer leaves any additional feedback (98% of human beings that say “no” don’t appear to bother, although we fulfilled their request). So essentially, if the patron does not leave any feedback as to why they selected “no”, we’re caught with control telling us our tone wasn’t first-rate sufficient, or our apology turned into insincere (yes, sincerely). We’ve requested our upper control to trade the formatting so that in an effort to click no, you need to explain why you are pronouncing no. Sadly that did not fly.

To feature insult to damage, this is our top figuring out metric. As of march of this year, if our percent for this metric is so high that it places us within the “decrease 15%” of our work organization, we right now get our first written warning. After 4 weeks of “overall performance improvement plan” which is meant to include 2 coachings from our leads every week (and we simplest ever get 1), if we slip into that 15% again we are given our very last. So now could be where we run into being overly pressured & very unhappy. It’s now not unusual to hear that a number of us are on tension & depression meds, or experience frequent migraines. We’ve agents that have been leaders on other groups seasonally, and top performers who are now on their final warnings, all due to the fact we don’t have any manner of understanding why human beings are clicking no if we resolved their difficulty (sure, there are customers that do not like our regulations, or that we cannot do exactly what they request people, i’m not regarding those, as they are anticipated). And the worst part is we are anticipated to take ownership of those responses, even supposing we did nothing wrong. The management crew refuses to do whatever approximately it, and the worst part is, the brand new policy went into effect with none observe to us. No longer only that, however whilst we requested for the brand new policy in writing, we’re told that matters can trade at will & we are not required to be notified previous to those adjustments taking effect. How can we “comply with” the policies if they’re modified at a second’s note? How can they put in force policy that is not even written or available for us to review?