This isn't on us. This is on the tone deaf decision makers at Wayfair. Use your skills to apply at companies where you are valued. Wayfair isn't it. I'll be content to give top notch customer service to a company values me. Wayfair doesn't deserve what they are now taking for granted. We are better then a corporation that does not value us. They can have the awkward offshore uneducated agents.
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@h9 not very easy to leave when the job market is not that great. I would rather help change it. Plus allow people to have the safe space to voice their opinions instead of trying to shut them down. I personally annoy my job but I always allow anyone to voice any concern they have because I believe in psychological safety
Offshore agents are ki-ling their business model.
Maybe we should all quit and leave management to figure out the mess that they created. Sooooo many things are seriously messed up and they only thing that management does is attack US customer service.
Comment below is from a high up manager upset with the truth.
Times change and organizations change. If you don’t like it leave and quit complaining. As a great man once said: “You ain’t hurt, you’re pathetic”
Of course it's not us. The company has been badly managed as long as I've worked there, and I've worked there far too long. You all aren't exaggerating. It has become embarrassing having to repair the damage done by offshore teams without admitting anybody did anything wrong. The worst thing (or is it the best thing?) about recognizing that we are undervalued, underpaid and treated poorly, is we don't GAF any more. I can't think of even one coworker who is proud to work for Wayfair. And if you are reading, "leadership," that says it all.
Wayfair pre covid had such a high bar to get hired, now they will hire anyone with a pulse. The customer service dept has been decimated with poor decisions by management. Yet they think the employees are the problem.
I want out ASAP, its pure he-l. Shame on management for the horrible treatment of customer service agents. You expect us all to solve all of Wayfairs problems while putting insane metrics, restrictions and also demoting L2s and Care supervisors. Shame on you all. Go with the offshore agents they are perfect for the mess y'all created.
Offshore agents are getting all of the new positions, there is no new positions for USA customer service agents to transfer to. This is it for us all, we cant progress. Lets all get out while we can. We should not settle for this, they dont pay us a decent wage, never give us raises. Good news is we can all make more elsewhere. Management hates us and see's all of us as the problem. They are constantly punishing us all with horrible metrics and constant changes. Wayfair cares is the worst policy change yet and I am done with the stupid loyalty statements, its so fake. When we leave hopefully the customers will leave too. Wayfair you and offshore agents are a match made in heaven.
Lets all get teach management a lesson and find jobs elsewhere. They treat all of customer service like garbage. If we all leave then they are left with JSL. Management deserve whats coming, they pushed the limits with what they have done to us all.
Soooo many customers complaining about the overseas agents. We all should leave and let Wayfair rot with this terrible agents, they dont deserve us and what we do everyday.
Im throughly embarrassed at the end of the day. CSuite is not...that's telling, their white trash is showing....its disgusting.
Yes!!!! These agents hang on the line talking pure nonsense. Once I finally have control of the call, I have to apologize for ignorance. There is no other way to describe it. Ignorance. Its embarrassing and I no longer want to associate myself with it! Wayfair CARES my a-s....its quite the condescending opposite.
Yes, I feel like I have to apologize for the offshore agents who transfer a call to me. Its no longer seamless, they hang on the line talking about nonsense and we have to figure out a way to excuse it. I can have awkward interactions outside of work all day long. This is just weird and makes the company look stupid.... rightfully so at this point.