I escaped the asylum!
- Mar 17, 2017
I would guess that part of it is training. Think of handing that 17 year old seasonal or someone, though older, who has never touched a company phone in their life a zebra logged into the phone function and saying "Good luck! Answer it if it rings more than twice." Target is already shit for training as it is, basic phone reception is definitely a learned skill and can't be done in just a minute or two. Softlines is already equipped to handle that kind of training, we have the base, we have a book with a lot of phone function information and training/cheat sheets for appropriately presenting self and store on the phone, we have the practice of who to direct calls to about what, and we have the staff that can do in-depth hands on instruction to new folks. Over time that will probably spread out to all areas equally but it would be all kinds of stupid to expect that from all areas immediately.I don’t understand the concept of keeping softlines as operator anymore. My store did away with FR shifts, and all of softlines must be logged into the phone app and answer calls. At this point, why not have all SFTMs answer calls? I’d say only 10% of the calls my store receives are softlines questions anyway, and we are certainly no less busy than anyone in hardlines.