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Until they figure out how stupid they have it set up, it's going to continue to happen. TMs aren't going to answer a call when it is not guaranteed to be about the area they are working in- you might answer while you are in Domestics and end up with a Grocery question. Or be in Tech and get a Beauty or an HR call.

And putting the guest on hold to transfer is just going to piss off the guest, they don't give shit the person who answered isn't the right person- they want their question answered without their time being wasted. And guests are going to push whatever option on the menu they think will get them a real person fastest, not always the one they actually need. Human Nature 101, the path of least resistance.

They need to go back to having a designated person answering and then filtering from there. "Thank you for calling Target TXXXX, how may I direct your call today?" Way more efficient and more professional. Isn't their current focus on Guest Experience?
 
Until they figure out how stupid they have it set up, it's going to continue to happen. TMs aren't going to answer a call when it is not guaranteed to be about the area they are working in- you might answer while you are in Domestics and end up with a Grocery question. Or be in Tech and get a Beauty or an HR call.

And putting the guest on hold to transfer is just going to piss off the guest, they don't give shit the person who answered isn't the right person- they want their question answered without their time being wasted. And guests are going to push whatever option on the menu they think will get them a real person fastest, not always the one they actually need. Human Nature 101, the path of least resistance.

They need to go back to having a designated person answering and then filtering from there. "Thank you for calling Target TXXXX, how may I direct your call today?" Way more efficient and more professional. Isn't their current focus on Guest Experience?
You hit the nail on the head! You're 100% right on this. Couldn't have said it better myself.
 
Until they figure out how stupid they have it set up, it's going to continue to happen. TMs aren't going to answer a call when it is not guaranteed to be about the area they are working in- you might answer while you are in Domestics and end up with a Grocery question. Or be in Tech and get a Beauty or an HR call.

And putting the guest on hold to transfer is just going to piss off the guest, they don't give shit the person who answered isn't the right person- they want their question answered without their time being wasted. And guests are going to push whatever option on the menu they think will get them a real person fastest, not always the one they actually need. Human Nature 101, the path of least resistance.

They need to go back to having a designated person answering and then filtering from there. "Thank you for calling Target TXXXX, how may I direct your call today?" Way more efficient and more professional. Isn't their current focus on Guest Experience?
As long as that "designated" person isn't a Style TM, they can go right ahead.

Yep, still salty.
 
Until they figure out how stupid they have it set up, it's going to continue to happen.
Yep. I'm absolutely fine with answering calls for the area I'm working in. And areas I shop in frequently are okay too because I know a lot of the product. But areas I know little to nothing about, I'm just not going to be able to very helpful. The thing is, most of the calls we get are not in those areas. We have TMs who don't seem to mind answering the phone and transferring calls, so I just don't worry about it. If they feel excessively burdened and say something, well then, I might have to change my ways. At least enough to get by.
 
The myDay app simplifies daily life by organizing tasks, events, and goals in one intuitive platform. With customizable features and user-friendly interface, it enhances productivity and time management. Seamlessly sync across devices ensures accessibility anytime, anywhere. Experience efficiency and empowerment with myDay, your personal productivity companion.
Thank you mother goose
 
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