Long story short. The CPO called wanting the store to handle a customers issue with his appliance install. I cursed as I set the phone and rep heard. I called up my manager to find out what we needed to resolve this. Upon hearing that they basically are supposed to handle it. I than asked what was the point of CPO than? I got back on the phone with CPO and the rep chewed me out for cursing outload and asking my manager what was the point of having them and said the call was being recorded in a threatening manner. She wanted to speak my manager ( but it never got to that point). Excuse my rambling post but I'm just paranoid that this going to be sent corporate
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CPO has always been, and always will be, a terrible idea. It just doesn’t work. Give it back to the stores to handle...period.
If there is a recording of every bad word ever said that they keep, it’ll take ‘em 100 years to filter through and find yours.
For those unclear, CPO handles ALL issues after the install has occurred.
Hahahaha what in the world are you talking about? They will call my store incessantly just to tell me that customer X has a problem so go deal with it goodbye. I have to call the installer to assess the situation because CPO only knows there's an issue. When the installer won't respond I have to call the customer and have them explain their issue for the fourth or fifth time, and then personally place any reorders or parts that are needed.
Then I need to keep track of the parts or reorders and when they're done I have to notify the installer the customer and CPO, and when it arrives I have to call CPO and the installer yet again. They are a glorified office of switchboard operators.
As of Monday I hadn't heard anything about the incident. .
For those unclear, CPO handles ALL issues after the install has occurred. If more product needs to be ordered for a work order, CPO may contact the store to place said product on order, but will deal with the vendor debit or getting that money back to the store later. Do not let them guilt trip you into doing their job for them.
TBH, CPO and CQ are two entities that are a waste of money. Half the time, CQ estimates are wrong and have to be corrected by the store associate. Bring Installed Sales back to the store...
Don't worry about it! Nothing will happen. I'm not saying that you did the right thing, but we're all humans and emotions boil over. I doubt you'd even get a verbal warning. I deal with CPO on a daily basis and I've asked them hard questions several times. I had one tell me that a contractor was asking to be paid a trip charge for returning a defective appliance to the store! I was like, "did you say that you're calling from CPO?". They guy said, "yes". I then questioned him whether he knew what his job was, and the conversation didn't go well from there. Only ended after I had heard enough of him and I disconnected the line. Whenever they don't want to deal with difficult customers, they normally call the store and ask employees to "follow up" with customers. I've told them several times that it's their job to do so. IMO the turnover rate at the call center could be very high, and new hires don't get enough training.
Worst case, if they report you, just offer an apology and explain that you were having a bad day. There was a day that I almost had a mental breakdown and the MOD allowed me to leave early on sick time (i.e. mental health) because I didn't want to potential scream at customers.
they will probably set about 5 hours of training videos for you.
I would LOVE to see them fight an unemployment claim because of this. "You don't understand, they said a bad word!"
I seriously doubt that the call was actually being recorded. Most places that record calls have a recorded statement announcing such that plays before anyone picks up. In my state it is actually illegal to record a conversation without the consent of both parties. Learn from it and move on.
its been a day and a half and I haven't heard anything. Both the store and the district manager were there today. Do you think I'm in the clear?
Just learn from it don’t do it in the future
Jump on unemployment. You'll get a raise like all the f—ing nutjobs that come into Lowe's who think they're better than us!!
Thats why you have recordings of others talking to you like that like I do.
Deny deny deny,
If there is a recording you’ll be fired probably.
If there is no recording you can only be fired if you admit cursing.
Deny deny
You can be fired for almost any reason or no reason at all. It's the US of A baby.
Managers hate CPO as much as everyone else.
You screwed up. People can get fired for inappropriate language.