In Res If Weather Is Bad...and Other Issues

[Res]

We have a few managers in reservations, that seem to need a reality check ..if I'm working during a weather situation it involves longer calls...tougher calls, Rule 240's.. and mostly weather calls....etc...if our numbers are off that week which will throw off our average for the rolling period...get over it...

After the baggage fiasco...some managers were actually questioning agents talk time, work time...etc....get real...maybe they need to pick up a headset...we also have to still promise that things are back on track almost every other call....despite what the customer reads and hears.

I'm sure this motivates me want to come and work overtime....on weather days...

 

[Severed-N-Happy]

If you're in an office that's potentially about to close, why shd anyone there give a flying F- :censored:

 

[CynicalResAgent]

sorry but I never found it difficult to keep my stats above goal, even with snow, weather, bags, hurricanes or anything else. Not bragging, just that their system is stupid and easy to beat if you know a few tricks.

 

[MCORORES]

That is the main reason I will not work OT. Spent some "quality" time with my supervisor because during the previous weather prior to christmas time which was mainly a midwestern event about my talk and call work time. This coming from a supervisor who has never done a reissue but also showed me the light. It is not worth it...seems numbers are more important and taking care of the passengers.

 

[kimberlite]

Worked this past weekend in res and there was a memo..Do not xfer call unless ncessary, handle as they come. Well, why in the world can management not get a clue and let this be the norm!?? NO, we just have to piss people off by transferring them all time. And there are those who just kept right on transferring the poor people after they had to hold for ever or get disconnected over and over. Yea my talk time is high, but you know what? I treat the customers right and I feel good about that. These stats are absolutely ridiculous, all somebody has to do is listen to determine if u are doing a good job or not! hello, anybody got a clue?!! I think there must be some high-paid exec with U in some nice little quiet office who has not a clue about what we really do that sets these stupid stat goals. If only U would realize this Golden Rule... ** Treat people as you would want to be treated. We may even make some money!! So I say....if u want to fire me for giving what the customers are entitled to, which is courtesy and respect and more that 260 seconds, then SO BE IT!!!!!!!!!!!!!! There, I feel better now 🙄

 

[28yrsnojob]

JUST SAY NO

 

[CynicalResAgent]

The callers want the lowest fare, their call to be answered in a few minutes, and someone who's upbeat, polite and sweet.

The company wants 2 res offices (soon to be 1) to do the work of 4 res offices, wants ultra efficiency, views the empolyee as a number, a cog in the machine.

What do I owe the company? hmmmmm , my paycheck just got smaller for the second time in months? I owe it to them to do what they're asking for me to do and if it becomes too much then I'll move on.

What do I owe the passenger? Sure, they buy the tickets but they don't choose us because were nice, they choose whomevers the cheapest. You could have been the nicest agent in the world but if were 10 dollars more expensive than another airline with a comparable schedule they won't book on us because you were nice. Why give them something they did not pay for?

me, I'll be effiecient, direct and too the point, but my phone personality went out the door with this last contract which cut my pay almost another 2 bucks from just the 21%. Ironically my stats are such that my supervisor never has to speak to me about them.

 

[4merresrat]

What do I owe the company? hmmmmm , my paycheck just got smaller for the second time in months? I owe it to them to do what they're asking for me to do and if it becomes too much then I'll move on.
What do I owe the passenger? Sure, they buy the tickets but they don't choose us because were nice, they choose whomevers the cheapest. You could have been the nicest agent in the world but if were 10 dollars more expensive than another airline with a comparable schedule they won't book on us because you were nice. Why give them something they did not pay for?

me, I'll be effiecient, direct and too the point, but my phone personality went out the door with this last contract which cut my pay almost another 2 bucks from just the 21%. Ironically my stats are such that my supervisor never has to speak to me about them.

[post="242025"][/post]​

Yikes, Ok, one res agent is earnest, helpful, polite, and strives to serve her passenger, agent no. 2 is "Cynical" uses a bag of self-proclaimed "tricks", and has sent her "phone personality" out the door with the last paycut (I tend to doubt with an attitude lilke this it was stellar in the 1st place). Agent #1 is questioned by sup for taking too long servicing the passenger, and agent #2 attitude is never addressed. Something is definately wrong with this picture :down:

 

[mweiss]

This is why management by the numbers can only take you so far.

 

[Bob Owens]

Yikes, Ok, one res agent is earnest, helpful, polite, and strives to serve her passenger, agent no. 2 is "Cynical" uses a bag of self-proclaimed "tricks", and has sent her "phone personality" out the door with the last paycut (I tend to doubt with an attitude lilke this it was stellar in the 1st place). Agent #1 is questioned by sup for taking too long servicing the passenger, and agent #2 attitude is never addressed. Something is definately wrong with this picture :down:

[post="242045"][/post]​

Well with Agent #1 the questioning may have the desired effect-get her/him to handle more calls, with agent #2, maybe she/he handles enough calls.

 

[MCORORES]

mweiss...first good see ya back on the boards and second...you are dead right on management by numbers.

 

[4merresrat]

Well with Agent #1 the questioning may have the desired effect-get her/him to handle more calls, with agent #2, maybe she/he handles enough calls.

[post="242056"][/post]​

Well, anyone can handle a lot of calls, rushing passengers off the phone, etc, if you are just looking at numbers. To really service the call properly sometimes does take time, I think if you will read all the above posts you will see what I mean. "Cynical" admitted she uses "tricks" to get around the system.

 

[CynicalResAgent]

I never said I was rude or impolite. I just don't see a reason to go over and beyond. The tricks are really more for adherence than CWT or AWT, but there are some other things you can do that cannot get you fired that can beat the sysytem. Some can be really simple things that some agents refuse to even learn to do like work in multiple areas (switching between A,B and C).

Why do you assume I am rude? I just refuse to chit chat and make small talk, I just am very efficient. BTW I get monitored like everyone else and never has anyone ever detected an attitude.

 

[CynicalResAgent]

for example I dont use call work time if I need to, for example cross refernece a pnr and add remarks....I switch to another area take the next call and when that caller inevitably goes looking for his wallet or her purse (because they had no clue to have their credit card ready) I document, or cross refernece the pnr since I'd otherwise just be rolling my eyes......lol

 

[4merresrat]

I never said I was rude or impolite. I just don't see a reason to go over and beyond. The tricks are really more for adherence than CWT or AWT, but there are some other things you can do that cannot get you fired that can beat the sysytem. Some can be really simple things that some agents refuse to even learn to do like work in multiple areas (switching between A,B and C).

Why do you assume I am rude? I just refuse to chit chat and make small talk, I just am very efficient. BTW I get monitored like everyone else and never has anyone ever detected an attitude.

[post="242077"][/post]​

I don't think anyone said you were rude. Your own postings about the system being easy to beat if you know the "tricks" and you gave up your telephone personality after the last paycut, and you dont go above and beyond. etc etc etc. Even you name Cynical Res Agent gives the impression that there is an edge that one wouldn't want to mess with, passengers included I'm sure.