My manager told me that something major is coming on Friday.
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Who was the genius in management that thought up this crazy idea? This is probably the worst decision yet that has been made yet, I thought the LPS tickets going offshore was bad but this takes the biscuit. Managers have meetings, take days off, do coachings..... how can they take customer escalations when this happens? Also no offense but I know how to resolve customer issues better than my manager. We need problem solvers taking escalations.
So management thinks that care supervisors arent up to the job so they take over their role, and then send the supervisors back to front line to take phone calls. Management knows best.
The customer service agents would do a better job on the phones than their managers. It will be hilarious to see how this ends for Wayfair. They took away the experienced supervisors and gave their role to managers, some of which have never spoken to a customer in their life. Please tell me how was this a good idea?
This is such a d-mb decision that will back fire. Managers are already overworked and don’t have time to take escalations all day. Also, ever skill takes practice and most managers haven’t been on phones in a long time. While they know the processes it will not work good being cold thrown into escalation queue from not having talked on the phone in months to years.
Whoever made this decision lives in a fantasy world.
It isn't going to work well at all. How are our managers going to help us when they are on the phone all day? You can tell that whoever is making these decisions has never worked in customer service or they would know that moving people around the same Chess board doesn't change the way the customers are getting resolutions. They need to fix their way of doing things first.
Imagine becoming a manager who coaches employees and now having to speak with angry customers all day.
The email was sent and care is no more.
I am in CARE we were not told we are losing our jobs or going to different departments.
Is it just Care or is it other depts?
Well if they are getting rid of care that's the stupidest decision yet by management. Customer service will suffer greatly as Care reps know a lot and so will the customers. Care has fixed so many messes and the managers won't have a clue on how to fix the sc--w ups. Managers in frontline won't like being yelled at by customers too. Bad deal all round and I feel bad for the care dept.
That doesnt make sense to get rid of care wow.
Its the high up management and their insane changes that are to blame. They think the problem is customer service but its their supplier and carrier issues. Only when they fix those issues can they fix the customer service issues,
Its what they are doing to the care team.
Because they have been SO tight lipped about whatever BIG change this is, I won't be surprised if layoffs happen with it. This is the shittiest excuse for change management I've ever seen.
Pi-s poor execution on “changes” and it’s not the trainer or L2 fault. It’s the powers that be that are doing a horrendous job at attempting to make change. There are a lot of hard working people trying to do a good job for this company and Wayfair is letting them down big time.
I just heard that on the 14th team managers will be taking CARE calls and the CARE team members will be moved to other depts. Also, that some mysterious 'other dept' will be handling exception tickets and customers who have repeat contacts of 3 or more.
I haven't heard anything.
Might have to do with care agents and them taking the repeat customer calls so we can fix FCR
I'm guessing this has to do with US Service getting modified hours for closing shifts and the extended hours of operation on Sundays for service (out to 8PM EST)
yes. Its the biggest announcement ever. It will make the American people overjoyed with this big beautiful thing its the best ever that anyone has seen ever. It will be announced on Thursday or Friday or maybe Monday. Or maybe it was just another brain fa-t by the man in charge