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Feeling down
So, I'm feeling really down these days.
Work sucks bad. And that's really unfortunate because I used to love the job...and it still has lots of love potential. Most of you know that I do email customer service. If a customer emails a question or problem through our website--it will usually be me responding. I designed the processes we're currently using--because when I came to work here, no one was working on emails, so I took the ball and ran with it. Much love of the job ensued. Then, they started hiring new "managers" (growing company--a privately owned company which was recently bought out by a corporation) and things started getting worse for me. Maybe it's growing pains. But I'm getting no love there from management, even when I do good things (like yesterday, when our website went down, I was the only one who had a link to the "default" site--so I was still working when everyone else was making excuses. When I mentioned that I wasn't having a problem, oh there was rejoicing throughout the land.)
So, before the site went down yesterday, I'm answering the emails. (It's kind of important to know that sometimes the phone reps answer emails, too. If they answer an email and the customer has another question, those responses are typically assigned to me as the phone rep is usually on the phone and can't respond again in a timely manner.) Okay. So. Answering emails. I get one which another rep answered and the person is PISSED. I read over the original correspondence and the rep's reply and, to my horror, I realize the rep did not even READ THE QUESTION FROM THE CUSTOMER. I know this because the answer he sent back was COMPLETELY WRONG. So, I forwarded it to my manager (hey! Quality is number 1!!) and explain the whole not reading thing. I get back an email which says, in short: "...This is going to be addressed in the meeting we plan on having about
emails...We are working on procedures for reviewing email responses and
providing feedback for it...You will not be the only one responding to emails and there will
come a time when we have others who are the primary ones responsible for
them...Remember what I said, Email is the #2 resource for most company's customer service...(Gee, wonder what our net customers would think about that attitude?)
To say I was gobsmacked is to put it mildly. Now, you must understand...I have basically created a job for myself at this company. They had a meeting only last Friday trying to find out why morale was so low there...and one of the things which was brought up was respect and quality, both of which subjects we were assured were of the utmost importance. Why did I not realize it was just posturing and lip service?
Our website had a spectacular meltdown yesterday. So bad, we had to put up an "our site is temporarily unavailable" message. The result of that was many emails from the customers who were getting the technical difficulties before it went down. These emails were being answered today. Because the orders were not recorded, but the charges were, the customers had to be advised to call in because we are not allowed to ask for credit card numbers via email. So, the phone reps might be experiencing a spike in the calls. So, the managers are all in a meeting, so I sent an email out to all the phone reps basically telling them what was happening and why. I copied all the managers on the email.
So, okay--after the meeting ended, I got smacked down:
"...communications of this sort need to be started by us so that we can be on the receiving end of things from the other departments as they get new information related to it..." is only part of it.
When I emailed reminding my "manager" that they were all in a meeting and the information I sent out HAD to get to the phone reps, he emailed back saying "oh, it's no big deal...only blah, blah, blah chain-of-command-cakes." He tells me to recall the message. Too late, everyone's already read it (BECAUSE THEY NEEDED TO KNOW--GOD!).
To say I was made to feel like I had sold the company secrets to the competition is an understatement. I mean, reading it, it doesn't sound so bad--I suppose--but the whole atmosphere when it was happening was just poisonous. I have told them I am not interested in being a manager (even though I probably am more qualified than either of them) and I'M NOT. Hubby thinks I should stop saying that because it makes them think I really am. The only management job I would consider taking is if they made an email department or a Quality Assurance department.
Anyway, work fucking sucks right now.
Not to mention the whole house is stalled and who knows if or when it'll get started again?
And now my car has decided it hates it's transmission. And for a car to be hatin' its transmission when it has to drive through hilly country...that's not good. (Anyone in the Middle Tennessee area know a good, trustworthy mechanic?)
And then I read my writing and just hate it all, think it's crap and want to give up on ever finishing my novel or my HP fanfic WIP.
So...the darkness is creeping in...I'm holding it off, but only just.
Work sucks bad. And that's really unfortunate because I used to love the job...and it still has lots of love potential. Most of you know that I do email customer service. If a customer emails a question or problem through our website--it will usually be me responding. I designed the processes we're currently using--because when I came to work here, no one was working on emails, so I took the ball and ran with it. Much love of the job ensued. Then, they started hiring new "managers" (growing company--a privately owned company which was recently bought out by a corporation) and things started getting worse for me. Maybe it's growing pains. But I'm getting no love there from management, even when I do good things (like yesterday, when our website went down, I was the only one who had a link to the "default" site--so I was still working when everyone else was making excuses. When I mentioned that I wasn't having a problem, oh there was rejoicing throughout the land.)
So, before the site went down yesterday, I'm answering the emails. (It's kind of important to know that sometimes the phone reps answer emails, too. If they answer an email and the customer has another question, those responses are typically assigned to me as the phone rep is usually on the phone and can't respond again in a timely manner.) Okay. So. Answering emails. I get one which another rep answered and the person is PISSED. I read over the original correspondence and the rep's reply and, to my horror, I realize the rep did not even READ THE QUESTION FROM THE CUSTOMER. I know this because the answer he sent back was COMPLETELY WRONG. So, I forwarded it to my manager (hey! Quality is number 1!!) and explain the whole not reading thing. I get back an email which says, in short: "...This is going to be addressed in the meeting we plan on having about
emails...We are working on procedures for reviewing email responses and
providing feedback for it...You will not be the only one responding to emails and there will
come a time when we have others who are the primary ones responsible for
them...Remember what I said, Email is the #2 resource for most company's customer service...(Gee, wonder what our net customers would think about that attitude?)
To say I was gobsmacked is to put it mildly. Now, you must understand...I have basically created a job for myself at this company. They had a meeting only last Friday trying to find out why morale was so low there...and one of the things which was brought up was respect and quality, both of which subjects we were assured were of the utmost importance. Why did I not realize it was just posturing and lip service?
Our website had a spectacular meltdown yesterday. So bad, we had to put up an "our site is temporarily unavailable" message. The result of that was many emails from the customers who were getting the technical difficulties before it went down. These emails were being answered today. Because the orders were not recorded, but the charges were, the customers had to be advised to call in because we are not allowed to ask for credit card numbers via email. So, the phone reps might be experiencing a spike in the calls. So, the managers are all in a meeting, so I sent an email out to all the phone reps basically telling them what was happening and why. I copied all the managers on the email.
So, okay--after the meeting ended, I got smacked down:
"...communications of this sort need to be started by us so that we can be on the receiving end of things from the other departments as they get new information related to it..." is only part of it.
When I emailed reminding my "manager" that they were all in a meeting and the information I sent out HAD to get to the phone reps, he emailed back saying "oh, it's no big deal...only blah, blah, blah chain-of-command-cakes." He tells me to recall the message. Too late, everyone's already read it (BECAUSE THEY NEEDED TO KNOW--GOD!).
To say I was made to feel like I had sold the company secrets to the competition is an understatement. I mean, reading it, it doesn't sound so bad--I suppose--but the whole atmosphere when it was happening was just poisonous. I have told them I am not interested in being a manager (even though I probably am more qualified than either of them) and I'M NOT. Hubby thinks I should stop saying that because it makes them think I really am. The only management job I would consider taking is if they made an email department or a Quality Assurance department.
Anyway, work fucking sucks right now.
Not to mention the whole house is stalled and who knows if or when it'll get started again?
And now my car has decided it hates it's transmission. And for a car to be hatin' its transmission when it has to drive through hilly country...that's not good. (Anyone in the Middle Tennessee area know a good, trustworthy mechanic?)
And then I read my writing and just hate it all, think it's crap and want to give up on ever finishing my novel or my HP fanfic WIP.
So...the darkness is creeping in...I'm holding it off, but only just.
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{{hugs}}