Prior to entering university, I was working as a customer service associate in a local Telco call center. My daily task was to handle customers’ inquiries about their mobile phone plans and assist them accordingly.
During my first month of work, I was assigned to a group under a certain Mrs M who was the team supervisor. I have to admit that I did not like the way she managed the team and there was a clash in working ethics between us.
Even when she was the only team supervisor on duty, she would only bother about matters pertaining to her own team, and not render assistance to the others. When customers of the other teams requested to speak with the supervisor, she would either tell that colleague who handled the customer that she had other follow up phone calls to make or generate ideas to tell that colleague to stall the customer until their own supervisors returned to work. To me, customers who request to speak to managers are those who are really exasperated are looking for some concrete solution. The way Mrs M handled the situation would further aggravate the situation, leading to further complaints on the department.
To make things worse, she told us not to assist customers who were previously handled by colleagues from the other groups. Instead, she expected us to transfer the call to that colleague who handled the customer’s call to follow up. If that colleague was absent, she told us to inform the customer that our colleague will contact him/her shortly. I personally feel that we should just follow up on the case at our end so as to minimize the risk of customer complaints. From the way she carried herself as a supervisor, I feel that she was afraid of shouldering responsibilities and that she only cared about her own group’s performance instead of the company’s as a whole.
Once, a customer who was previously handled by another colleague from another team called in. The call was assigned to me by the system. The previous colleague was supposed to activate the roaming services for her but failed to do so. From the customer’s tone, she was very unhappy and disappointed. Therefore, instead of forwarding the call to that colleague, I activated the required service immediately and provided her with some benefits within my empowerment, as compensation for our lapse in service. She was so satisfied with the services that she sent a written compliment to our department.
Instead of congratulating me, Mrs M actually told me not to handle another team’s problems. She even reprimanded me for abusing my empowerment to give her the benefits easily. I left her office fuming and had half a mind to write an e-mail to the manager to feedback on the working ethics of Mrs M. Upon calming down, I realized that I had to stick with her for another 3 more months and was afraid that the management might associate themselves with her more as I was merely a temporary staff. Eventually, I did not send that email. Surprisingly, she was promoted soon after. Fortunately, another team supervisor who was more helpful and responsible took over until my contract ended.
Considering that the company requires me to provide them feedback of my experience in the company, will you inform them about Mrs M working ethics for the benefit of the company’s future?
During my first month of work, I was assigned to a group under a certain Mrs M who was the team supervisor. I have to admit that I did not like the way she managed the team and there was a clash in working ethics between us.
Even when she was the only team supervisor on duty, she would only bother about matters pertaining to her own team, and not render assistance to the others. When customers of the other teams requested to speak with the supervisor, she would either tell that colleague who handled the customer that she had other follow up phone calls to make or generate ideas to tell that colleague to stall the customer until their own supervisors returned to work. To me, customers who request to speak to managers are those who are really exasperated are looking for some concrete solution. The way Mrs M handled the situation would further aggravate the situation, leading to further complaints on the department.
To make things worse, she told us not to assist customers who were previously handled by colleagues from the other groups. Instead, she expected us to transfer the call to that colleague who handled the customer’s call to follow up. If that colleague was absent, she told us to inform the customer that our colleague will contact him/her shortly. I personally feel that we should just follow up on the case at our end so as to minimize the risk of customer complaints. From the way she carried herself as a supervisor, I feel that she was afraid of shouldering responsibilities and that she only cared about her own group’s performance instead of the company’s as a whole.
Once, a customer who was previously handled by another colleague from another team called in. The call was assigned to me by the system. The previous colleague was supposed to activate the roaming services for her but failed to do so. From the customer’s tone, she was very unhappy and disappointed. Therefore, instead of forwarding the call to that colleague, I activated the required service immediately and provided her with some benefits within my empowerment, as compensation for our lapse in service. She was so satisfied with the services that she sent a written compliment to our department.
Instead of congratulating me, Mrs M actually told me not to handle another team’s problems. She even reprimanded me for abusing my empowerment to give her the benefits easily. I left her office fuming and had half a mind to write an e-mail to the manager to feedback on the working ethics of Mrs M. Upon calming down, I realized that I had to stick with her for another 3 more months and was afraid that the management might associate themselves with her more as I was merely a temporary staff. Eventually, I did not send that email. Surprisingly, she was promoted soon after. Fortunately, another team supervisor who was more helpful and responsible took over until my contract ended.
Considering that the company requires me to provide them feedback of my experience in the company, will you inform them about Mrs M working ethics for the benefit of the company’s future?
Hi Eric,
I strongly believe that you did the right thing by seriously considering your predicament prior to making any rash decision. The fact that you held back upon realization that you still have at least 3 months with her, showed a level of cool-headedness that we often lose in the heat of the moment. Sometimes, sending an impulsive remark to the management might do you more harm than good.
However, considering that the company seeks your untainted and honest opinions about your working experiences, perhaps you could actually make that remark. This can be done so through the employee survey forms. Doing so allows you to take the stand that you are simply fulfilling some obligatory task, at the same time giving your honest input. This, from what I feel, serves as an easier alternative, albeit less direct, for providing your comments on Mrs M.
A direct confrontation with Mrs M can be considered as well, although this might generate more grounds for tension and discord. However, if done tactfully and respectfully, this could turn out the be the more direct and effective method to easing personal tensions against Mrs M.
If all else do not seem to work, you could try applying for a transfer of team. The management is bound to question your request, asking for your reasons of seeking a transfer. In that time, you can state your problems with Mrs M, so that the management can take it more seriously.
I’m glad that event is over for you at least.
Hi Eric, sorry for my late comment.
To answer your question, I would not have complained about the Mrs. M because she may have her reasons for doing so. If indeed she was not a team player, I doubt she will last long in her new position. So, why bother?
As much as I would like to suspend my pre-judgement, I am inclined to deduce her motivation in preventing you from helping other teams. I view it as a survival instinct which is a very humane characteristic. Your way of looking at the situation was on a macro perspective. It was for the good of the company. However, Mrs. M adopted a more selfish strategy - to not help others and to let them suffer the consequences.
From my analysis, it would seem that the problem stems from the mismatch in work ethics and values. You, as a new and young aspiring employee seeks to do all he can for the company, both for personal satisfaction and recognition. Your supervisor on the other hand, tells you not to do so without giving you a just explanation. Perhaps this contradiction gave rise to your negative feelings about her.
It may be that she was even promoted because of you, that you provided great customer service and that you were under her supervision.
If only she had given you a GOOD reason no to help other teams...