I know they keep messing up and we have to fix their mistakes, but realistically, how could they do any better with the training (or lack of) that is provided? Those poor kids are thrust into their roles and expected to know everything from day one. This wasn't the case before. I get frustrated with them but then I realize it's not their fault. It's the management that lays off people with knowledge and experience and replaces them with fresh college grads who'd have issues even WITH appropriate training. How is that supposed to work out?
7 replies (most recent on top)
I don't feel sorry for the the new employees. Why? They are quick to pick up on the corporate phony delusional lies and group think. They know it is counter productive and will leave in a heartbeat leaving the elites sucking their thumb and trying to figure out what happened. What cracks me up is they are way to slow to recognize the up and coming generation is not their generation who believed in "them." This generation is not as naive. They get it and are difficult to but into their narrative. Time is something they will never be able to buy.
SF used to be the best trained in the industry, OIC’s knew it. In the early 2000’s, I would get a call every 2-3 months from competitor companies offering more money. Lunch and learns, other segments talking with the new hires. Why we got away from this, I will never know, but our service and employee base shows it.
Sounds to me like you have been on the gravy train. Highly educated and overqualified. Plus you didnt have to work very hard and spend 10 hrs a week grooming your lawn in tipton trails.
We lost our way the day the company decided it would do what other companies are doing, and now we are more like those other companies. Its not the training thats the issue, its who they hire. They want to hire basically highschool kids...assuming they will get solid kids with a name brand degree. Problem is those people dont want to make $35k a year for half a decade or more after college. So they only get the recent grads who cant get a job elsewhere, and it shows when they cant figure out claims related issues.
SF isnt trying to hire or attract good customer service workers, it wants cheap easily replicable workers and work.
So for old timers it looks like training is awful, but its not, the problem is SF is scraping the bottom of the hiring pool to save costs.
Remember folks, its reducing costs at ANY and EVERY expense (other than upper management pay and bonuses ofc), that translates to a lower tier of worker entering SF.
Why do you think the promote from within mentality is nearly non existent now, and its almost impossible for CA's to get promoted up without first leaving the company?
Wow. I feel like I could’ve written this post. The training is the worst it’s been in all my years with State Farm. The whole department needs to go. Everyone go back to claims and try a new approach. Let the most experienced and tech savvy claim representatives and team managers run the training class and rotate them. This way, the training would be done by those who actually do the job and are up to date with all the applications we are using. It’s just an idea but all I am really saying is that we need a new approach ASAP.
OP you are so right - Claims has the worst training does not prepare someone to do the job! They get out of an employee what they put in for an employee.
Are you saying the liberal education system and participation trophy's didn't prepare them for a $15 per hour job?