T’other day I wrote about how I was made to be Assistant Sales Manager, I’m already finding out how much of a stressful job it can be. I suppose in hindsight knowing what I know about the customer service industry I was foolish to believe there would be no stress involved.
People order a tent. Tent delivered. Sorted.
But naturally that’s not how it works. It astounds me how a company that’s been around since 1904, started up in my home town and is nationally recognized can be so utterly disorganised. It seems the other people that I started with like to dodge customers and do the “side tasks” that are left for them.
In any customer type role, the customer should be coming first. I should not have to turn up to work to find a massive pile of paper work to get through like I did yesterday. I had to chase up nearly 40 orders, nearly half of those were refunds. Refunds to people that had been waiting for their items between 2 weeks to 4 or 5 months.
The system isn’t obviously working. We oversold on some stock, stock that is no longer produced, 13 orders for an expensive tent package had to be refunded, NONE of them were happy about it as you can imagine.
Telling people last minute that we can’t fulfil their order, I’ve lost count of how many people said they were going to trading standards. Nothing will come out of it but that’s not the point, the point is we’ve provided very VERY poor customer service.
I’m not like the others, I can’t simply ignore it. I take everything to heart. I know I am absolutely not responsible for any of it and nothing is my fault because I’ve only been there a week. But I’m still not happy that I have been forced to provide poor customer service.
If the item isn’t in stock in our warehouse, rather than automatically sourcing the item from one of the 60 stores we have the order is left to sit there, rotting. The customers shouldn’t have to be calling us asking where their items are only for us to tell them they can’t have them.
Yesterday I plowed my way through all this paper work that was left for me, completed EVERYTHING. There were more happy customers than not by the time I was through. Came in this morning (A day which I was supposed to be off) and the first call I had was some guy yelling at me about his order. I had only been awake for 30 fucking minutes! I instantly knew it was going to be one of those days and it put me in a bad mood from the outset.
The calls just kept coming and coming and I was the only one taking the calls as the other three people that deals with the stuff I do didn’t start until 12:30. Bad planning there. But that’s what happens when your manager writes a rota out on a notepad and only keep it to himself.
Today I actually felt like my head was going to explode as I tried to sort everything out. Mid day soon arrived and the others showed up, I quickly started delegating work for others to do.
I came this close to telling a customer to just fuck off, you think to yourself, “Just fucking do one.” but on the other hand you know they’re not the ones at fault, the company is. If I were them, I’d be moaning too.
It’s just stupid how the company is run. Things need to change if they want to continue to do business, we need the website to tell us when there is no more stock, we need the stores to update their stock so when I’m ringing to try and source an item I’m not being told “We have none in stock” when it shows they have 14. We need the back end system to not just leave orders floating around and we need to be told when the items have been shipped.
The next time the owner asks me if the phones been ringing I’ll be telling him it’s been ringing off the hook from people wanting refunds. He keeps moaning how much money we’re not making, well his staff need to be doing their jobs and our systems need an overhaul.
The manager asked one of the girls to give a customer a call who enquired about a replacement tent she’d been waiting ages for, the one job she was asked to do and she didn’t do it. Didn’t give it to anyone else to do, just didn’t do it. So I had that person yelling at me, I told her we had her tent ready to be shipped but because we’d waited so long she just wanted a refund.
I love the people I work with, never before have I worked somewhere and I’ve not disliked a single person, but jesus, I sometimes think the laid back attitude around the office is hurting us more often than not.
Worry not though, I do still enjoy working there. Just had an extremely bad day. At least I’ll be getting a good wage at the end of it. Roll on tomorrow where I can knock myself out with alcohol before I go into work Sunday morning.