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This happened a few months ago, I have been at my center for 4 years, a large auto/home insurance company. I was promoted to a “senior” rep about a year ago. I still take calls mostly but really nothing changed, they just say “you can do whatever you want with this!” Without setting clear expectations or goals for you 😂
With this “promotion” I got a new manager, someone who’s been here longer than me but she came from sales and is a brand new manager in customer service.
I got a call from this irate lady because we took her payment for her new home policy out of her checking account that day when apparently the sales guy had told her it wouldn’t be deducted for another week or something, I dunno. She needed the refund ASAP. I told her we could definitely refund her however refunds for payments made out of checking accounts are automatically held for 10 days before being released. She of course freaked out and was complaining. I looked through our procedures while on the call just to do my due diligence and tried to think of other solutions, but I know that this rule is pretty strict, because of fraud activity and everything we really can’t expedite refunds from checking accounts. Exceptions are very rarely made for this.
I confirmed this was our option and surprisingly she didn’t escalate but she told me she would leave me a bad after call survey. I hung up and forgot about it.
The next week my manager messaged me and brought it up, because anytime we get a bad survey our mgrs are notified. She briefly discussed it with me and put on her fake positivity:
“Well the good news is, I called her to follow up and we were able to schedule a wire transfer to her immediately! The bad news is, she left you a bad survey :(“
Like… okay? I really don’t give a shit if she got her money sooner or not. I care that she gave me a bad survey over something that someone else did.
I thought the matter was finished but at my scheduled coaching a couple days later, she brought it up again and used up 20 of 30 mins to go over the call and tell me all the ways I could have done better. She kept saying “you’re a senior so you really can be using more creative solutions to help customers when we’ve done something wrong” blah blah blah.
I’m sorry what?! What creative solution was there here? I had no fucking idea that overnight “wire transfers” into customers accounts were even a thing. At all. This is clearly only something management knows about. They drill it into our heads so hard that there’s so much fraudulent activity we shouldn’t ever expedite refunds to checking accounts.
The whole time she was lecturing me I just felt stupid and like someone new who doesn’t know what they’re doing. I’ve been here 4 years. I step outside procedures all the time. I have amazing stats. I’m a mentor. She just made me feel like an incompetent moron. I didn’t feel like this was a situation for her to berate me like this at all. Like maybe bring it up and say “hey just so you know wire transfers are a thing, here’s how to do it if you ever feel it’s appropriate” and then move on.
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