I work in a branch and I get coached because I am not logging enough complaints. The number you log is tracked and reviewed. I have two options. I can either make up fake complaints or I can just lower my service so that I can get more real complaints. Which option sounds better?
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Haha. It's the Regional Presidents that are forcing/pressing the District Managers that are forcing/pressing the Branch Managers that are forcing/pressing the Service Managers that are forcing/pressing the tellers. I don't know how high you have to go...
Here are a few:
Customer said the door squeaked too loud
Customer said the pen on the teller line wrote poorly
Customer said the cash we give them is dirty
Customer did not like the color of my shirt
Customer said temperature was too hot
Customer said temperature was too cold
There is no quota. Call the ethics line. Also send an email to the head of Conduct Risk. You could also email the head of the Enterprise Complaints Management Office. Post back if you don’t know those names.
This complaint process is total BS and needs to be investigated.
This is CLASSIC Wells Fargo. We can take a good idea and F it up. We can take a simple idea and over complicate it. There is no fixing this place. We are going down, it’s just a matter of when.
Do you this this might affect SORM?
Hmm... Interesting... The Engineering Manager that was over the development group at the time of all the fake accounts being opened is now over the development groups for Complaints. Hmm... Coincidence? You know they knew about the fake accounts; they run metrics. Someone should look at this more closely and get rid of the teller posing as a Software Development Manager.
Every time you pick up the phone a customer is complaining if you work here.
Agree with the other two responses. Logging complaints for the sake of logging is not the right thing to do but I suspect it is happening. I know of someone who works in Enterprise Complaints who said they get complaints and the customer either doesn't realize a complaint was logged or the supposed complaint is not what the customer's concern was regarding. I just don't understand Wells. They mess up and over do on the simplest of things.
Or contact your region president raise your hand. There is no quota for complaints. You should only capture actual customer complaints
Let your lead region president know you are being pressed to log a certain number of complaints. Logging for logging sake is unacceptable and wrong for you or customers.