SigningLady
Wardrobe Stylist to the Mannequins
- Joined
- Jul 14, 2016
- Messages
- 3,515
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?
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?