Yesterday was one of those situations, again, in which I was ashamed in front of the customer for something I shouldn’t be the one feeling shame, but Allstate. I know, I'm not the only one who's ashamed.
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I know exactly what you are saying and I hope to be of some help about it. The shame is deflected from the ones to blame to the front line, as is always the case when you have cowardly leadership. I’m lucky enough to be at a point that I don’t particularly care about the repercussions of what I say to customers but I NEVER take ownership of a bad situation which has resulted from the disgusting decisions made by this company. I have been here over 3 decades now and am appalled at what has happened in the last while, putting us all in very uncomfortable situations where we feel the need to apologize in almost every interaction, but I refuse to take the responsibility. So, I always let the person know that we are having serious staffing issues and let them digest what that might mean, in regards to whatever bad service the customer is enduring . I realize that almost every company now has staffing issues so it is a generic response, but I refuse to accept blame or feel ANY shame for what they have done to us and our customers. I hope that helps you at least not feel any humiliation at all about what you have to do each day. The shame belongs to those above you, and they aren’t capable of feeling it so just let it go and do your best.