WTAF Am I Doing Wrong?

bsidebella

As much as I love my job, I am starting to have some doubts as to whether I can really handle this.

Today my supervisor pulled me aside and gave me a short lecture that "everyone has been complaining" that I "spend too much time on the phone" with shoppers. I asked who complained, and she said, "Everybody."
 
It doesn't help that I sit DIRECTLY ACROSS from the CEO and get dirty looks from him all the time. All. The. Time. For apparently, like, no reason. So I have some idea as to who complained, but ... "everybody"? 

O.o

Part of my job is calling up shoppers that haven't responded to emails and asking them personally to complete the shop. If it's a shop they've never done before, they have questions. If they've never done a shop at all, they are a little confused as to how to work our system. So, yes, I will take the time to explain things to them. I feel that even though I take 20 minutes to explain things, they will get a clear picture and therefore become better shoppers and there is less of a chance that they will screw up the shop.

Apparently, my supervisor wants me to rush them off the phone and let them fend for themselves. If they have questions, I'm supposed to answer them quickly to get them off the phone. To me, I feel like this is not doing my job correctly. I am here to assist my shoppers, and if they have questions, I want to take the time to answer. 

She told me that if my daily numbers were good, she wouldn't mind me being on the phone so much. OK, so now she's pretty much telling me I suck.

I am really upset by this, and it's affecting my work ethic. I'm suddenly realizing that the pressure this job puts on me is overwhelming and I'm having a little bit of a panic attack and I'm thinking about looking for another job.

Talk me down here, guys, I'm starting to crack.

lunarsongbird

Boo. I agree with Liv.

Do you have measurable goals that you are being held to? Are there any obstacles preventing you from achieving your goals? You'll definitely need to discuss these with your supervisor.

Ollie08

Liv said it best, and I completely agree. You need measurable goals to determine if there is any reason for the complaints. Sorry you're dealing with this. :-/

bsidebella

In Response to <a href="http://forums.theknot.com/Sites/theknot/Pages/Main.aspx/special-topic-wedding-boards_not-engaged-yet_wtaf-am-doing-wrong?plckFindPostKey=Cat:Special Topic Wedding BoardsForum:136Discussion:088ede58-b8e5-4171-878f-154132c9e472Post:7363089e-e55a-44ab-a22a-a86475ac6e96">Re: WTAF Am I Doing Wrong?</a>:
[QUOTE]<strong>I think I would sit down with your supervisor and ask her for specific targets that would indicate that your numbers were "good."</strong> Then I'd ask if you could try it your way (not rushing people off) for x amount of time, and if you couldn't get your numbers to the right point that way, then you try her way. I think you need objectives so that you can show that you meet/exceed them, so she can't say you're not doing it right. <strong> I'd also probably ask her for clarification on why your being on the phone bothers other coworkers</strong> (it doesn't seem like their motivation is that your numbers aren't at their target).<strong> Is it because if you are on the phone longer then they get more phone calls because you're not free to answer them?</strong> If it doesn't affect them, then <strong>I'd probably ask her to help you manage your coworkers' expectations, cause that sounds ridiculous.</strong>  Sorry you're going through this! I hate crappy office situations.
Posted by LivLeighton[/QUOTE]

1. We have a daily average that we must hit, and apparently I've been making just below it.

2. Believe it or not, I <em>constantly</em> apologize to my coworkers for being on the phone because I tend to talk very loudly on the phone. 9 times out of 10 I am told I wasn't bothering anyone. Sometimes when the CEO is on the phone and I get loud without realizing it, I get shushed.

3. That was similar to one of her complaints, yes. She said in the time I take to make one phone call, I could have made 3.

4. I will ask her this, because I know we work in a small office (~20 people) and she maybe doesn't want me to resent anyone or vice versa.

GreenPepperBurger

That sucks, B. I hate crappy coworkers, and since it sounds like you really do like your job and are good at it, it stings doubly.

Might I suggest just referring people to email you? You know, if they call with questions, say, "I'd be more than happy to answer all of your questions and address your concerns, if you could email me."

HTH.

wink0erin

I had a boss who once told me "everyone" had complained about me... he claimed they said I was "unhelpful." Odd, because he said this after he asked me to do a ridiculous task that I wasn't physically able to complete alone. 

There were only 10 people in my office including the boss, so I went and asked half of them about the situation, including the co-owner of the company. The co-owner said it was crazy talk since I helped him with stuff frequently, and several of the others said the same. Plus, I had my own job to do, so me helping others do THEIR job could mess me up on my deadlines. I went back to bossman with this info and said if HE had a problem with me, to just say it, not blame "everyone."

He was a d!ck, and the sole reason I went back to school for accounting and am currently trying to get my CPA. I think I'll send him a photo when I get it, since he told me I'd never be able to handle it. I win =P

wink0erin

Well I was trying to edit my previous post but TK won't let me...

Point of my previous post was to say maybe "everyone" is just thje CEO.  

I would think that you actually taking the time to TALK to the callers builds up their confidence in the company. Rushing people off the phone isn't really helpful. Is your daily quota a number or a percentage? I would think that a percentage would make more sense than a solid number, but I'm not the CEO lol.

It would be good to talk to your supervisor (or the CEO) about this situation. Or buy the CEO some earmuffs and blinders so he can't see/hear you as easily.