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I work in the tech dept, and I actually really enjoy helping people out. What I liked about my job when I first started, was that there was no huge expectation to be super chatty and talking none stop on the phone. In tech, our calls usually last 10-20ish mins (mostly because the system is horrible lol) so sometimes it’s difficult to fill the dead air. Thankfully however, I was allowed to have dead air as long as I made sure the customer was made aware of exaclty what I was doing.
Since the start of the new year though, the company has been pushing the whole “personal conversations” and “build a relationship with the customer!!!” Personally I think it’s just ridiculous. Some callers will be chatty and I will be chatty back, some people would rather sit in silence and just let me get their problem fixed. But no, now I’m forced to FORCE a “personal” conversation with every customer unless I want to get written up. It’s frustrating because we have so much to juggle as it is and now on top of that I have to make awkward chit chat that no one likes. How do you guys deal with this? It’s honestly making me want to quit, since I’ve joined this company it seems they add more stuff to make our job harder every single month, and I have never complained about it until now. More job responsibilities but my pay hasn’t increased at all….hm interesting. And they are wondering why so many people have left in the last 2 months.
My manage specifically said that she knows I’m polite on the calls and always go above and beyond for people, but still says I could be put on a performance review if I don’t start having more “personal conversations”. I honestly wanted to cry….sounds over the top but it just made me so unmotivated for the rest of the day.
If anyone has any suggestions or any ideas for other remote jobs, I would really appreciate it…I think I’m at my last straw with this job.
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