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Hi guys
As you know I work as a Customer Services Advisor in a outsourcing company. When I was interviewed I was advised part of my job was "promoting relevent services" to customers, but there were no sales involved. I was happy with this as hard sales were never part of my idea of the Ideal Job!
Slowly the "promotion" part of the job has turned in to blatant sales, with team leaders wandering round once every 2 hours asking for your sales figures, and having "huddles" to discuss how to increase the sales potentials of the unit!
Meetings that used to be how to increase customer satisfaction have turned in to how to generate more sales and any customer serivces issues (i.e the job I'm paid to do) are being put on the back burner or just generally ignored.
Don't get me wrong, the ability to sell is not a problem to me, but to me once I have said "Do you know that XXX is available" thats is my job done. If the customer says no, the customer says no. They now want me to ask WHY the customer doesn't want it and try to convince the customer to take it, surely that is not promoting but outright hard selling?
I have applied for internal transfer to be told I will not be considered as my sales figures are too high, but the fact remains I dont want to do the sales in the first place!
Management now want daily "pledges" for how many sales we will make on a daily basis, and to have us write every call we take down and the reason we didn't make a sale! Also we have to ask them if we can call them back to take the product and call them back to "close the sale!"
I used to love my job, now I don't want to get out of bed in the morning, I am counting down days until my next day off and I am uninterested and unhappy every day, my hair is slowly falling out, and I am thinking "Go away and leave me alone" for the majority of my shift. Literally my Team Leader stands behind me and taps my shoulder and very loudly says "HOW MANY SALES HAVE YOU DONE TODAY?" whilst I am speaking to a customer, and won't go away till I answer, having to put my customer on hold.
I have the highest customer services happiness rating on the team, but that doesnt seem to be enough, I have to sell too?
what are my rights to say I am unhappy with the sales and it is affecting my actual job, which at the end of the day is customer services?
EDIT: forgot to add, I have never recieved any formal sales training, just sheets with "pros and cons" and prices, my last coaching session consisted of my team leader sitting beside me listening to a call saying "Landline and Broadband!!! Ring him back!!" and texting her boyfriend on a phone that should be switched off, and I have been told I am "carrying" the team with my satisfaction ratings from customers.
As you know I work as a Customer Services Advisor in a outsourcing company. When I was interviewed I was advised part of my job was "promoting relevent services" to customers, but there were no sales involved. I was happy with this as hard sales were never part of my idea of the Ideal Job!
Slowly the "promotion" part of the job has turned in to blatant sales, with team leaders wandering round once every 2 hours asking for your sales figures, and having "huddles" to discuss how to increase the sales potentials of the unit!
Meetings that used to be how to increase customer satisfaction have turned in to how to generate more sales and any customer serivces issues (i.e the job I'm paid to do) are being put on the back burner or just generally ignored.
Don't get me wrong, the ability to sell is not a problem to me, but to me once I have said "Do you know that XXX is available" thats is my job done. If the customer says no, the customer says no. They now want me to ask WHY the customer doesn't want it and try to convince the customer to take it, surely that is not promoting but outright hard selling?
I have applied for internal transfer to be told I will not be considered as my sales figures are too high, but the fact remains I dont want to do the sales in the first place!
Management now want daily "pledges" for how many sales we will make on a daily basis, and to have us write every call we take down and the reason we didn't make a sale! Also we have to ask them if we can call them back to take the product and call them back to "close the sale!"
I used to love my job, now I don't want to get out of bed in the morning, I am counting down days until my next day off and I am uninterested and unhappy every day, my hair is slowly falling out, and I am thinking "Go away and leave me alone" for the majority of my shift. Literally my Team Leader stands behind me and taps my shoulder and very loudly says "HOW MANY SALES HAVE YOU DONE TODAY?" whilst I am speaking to a customer, and won't go away till I answer, having to put my customer on hold.
I have the highest customer services happiness rating on the team, but that doesnt seem to be enough, I have to sell too?
what are my rights to say I am unhappy with the sales and it is affecting my actual job, which at the end of the day is customer services?
EDIT: forgot to add, I have never recieved any formal sales training, just sheets with "pros and cons" and prices, my last coaching session consisted of my team leader sitting beside me listening to a call saying "Landline and Broadband!!! Ring him back!!" and texting her boyfriend on a phone that should be switched off, and I have been told I am "carrying" the team with my satisfaction ratings from customers.
aw:
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