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| Originally Posted by realitycheck So you yell at the employees who probably hate their job? What is that going to accomplish? |
Well, for starters, they might go to their bosses and say "Why do you make me lie to customers? It's wrong and they hate it and I hate it when they call me on it!".
You're asking me to let your "Customer Service Representatives" get away with appalling customer service because they're only following orders? If they're there to represent the company, they can take my complaints up the food chain for me. That's why they're there, to represent the company.
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| Originally Posted by realitycheck There were plenty of reservations that weren't met at my branhces and of course the customer is going to point the finger at yme....I was standing right there. But I knew that I would have loved to honor those reservations, but just wasn't able to because of what erac wanted. Every deal regardless. To run a branch successfully and properly, the employees often have to do it secretly, behind their group rental managers back. If they get caught, then they could get in trouble. |
It sounds like, once again, Enterprise has some serious management problems. Why don't we start with fixing these first rather than asking customers not to get mad at employees who are forced to lie to them.
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| Originally Posted by realitycheck You continue to not place yourself in the employee's position. |
Yes! I'm a customer! That's the position I'm in! The whole point of Failing Enterprise is that way too many employees at Enterprise have gotten complacent and are looking out for their own needs, rather than looking out for the customers' needs.
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| Originally Posted by realitycheck You continue to think the employees at erac truly represent the company. In reality, from a customer's perspective, they do. They are employees working at enterprise, so therefore they are enterprise. But at Enterprise, the employees have very little power. If they do the right thing, there's a good chance they'll get reemed.
This is part of the reason why you think you'll change erac. You're trying to go at them from the bottom (employees), hoping they change their culture at the top (St. Louis). That will never work. |
If I were to accept your request to not blame the employees, then if I had a complaint I'd have to address it to corporate headquarters, who'd do nothing and just spin me, and so, eventually, if I wanted a resolution, I'd have to do the one thing they couldn't ignore, and that's sue. You're basically telling me that if they scam their customers, don't complain, either sue or shut up. I think there are at least two more options. One is to challenge the employee directly, and the other is to make honest public statements.
The solution here is not "don't blame the employees", it's "blame the employees until they pressure their managers, or quit".
If you're going to be a "Customer Service Representative", you're going to hear from me if the service sucks. If you don't like it, find another job. If this idea sounds foreign to you in any way, you have no business working in retail.