I worked in Customer Care for over a year. I have to admit - I have been in Management for over 17 years in a call center and the management to include the Senior Director have little if any experience in a call center. The job of assisting customers that have had
negative experiences with THD in any capacity is a difficult task. But the SR Director and the Managers to include HR is looking to cover their
behinds and make
Executive Management think they know what is going on. Ha! They have put all of the associates in a box with high walls and if you mention anything about anything - you are written off as a complainer. Customer care management makes rules that have absolutely nothing to do with assisting customer - but create these rules to show statistics to benefit themselves and not for the
betterment of taking care of the customers. There are 4 Managers and only 1 is a true manager. The rest are wannabes. There are 12 supervisors - and only 2 know what it is to support the associates - the other 10 are useless and a would not last 1 month in a call center outside of THD. There are 24 Agent Experts, and out of those 24 that committed to run the department like they were the only ones there to make it a success - there are only 10 that have been true to their word. The rest are back stabbers or look for ways to cheat the system - or really do not have a clue. The SR Director is just trying to make a name for himself and does not care to hear anything that does not benefit his career upward mobility. Over half of what takes place in the office he has no clue about. Does the murk become clear now. Hey - customer care is located in the corporate office. If they cannot see the mess in the same buildings - how can they truly see the mess in 2,000 plus stores.
1. Written by Just Concerned, on 08-01-2010 11:52
Last night - Atlanta got some snow and being a city that is not normally hit by snow, it is truly a disaster. Highways closing and ice on bridges. One accident occurred this morning that involved 13 cars due to the ice and snow. Schools closed everywhere and all the media was telling people to stay home unless there was a dire need. Well - people using their heads stayed home, but some maybe had no choice. Now get this, The Senior Director from Customer Care in Atlanta has the Managers call all the Agent Experts that stayed home to inquire why they are not at work. OMG!!!! First - it is against most any HR policy to inquire why an associate calls out from work and then - is he placing more emphasis on an associates being at work than for their and/or their families well being and safety. When will the madness at The Home Depot Customer Care end. Not until upper management opens their eyes, sees the bad situation and cleans it up. As far as Michael - he is a good man and he is just over loaded with too much to handle. They have taken on a beast to deal with the social networking and have not invested enough in staffing to make it work.
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2. Written by queenoftheclick, on 24-12-2009 01:07
My experience with the customer care department of Home Depot has been poor. One associate named Michael promised that we would be hearing from our manager and receive $$ because our order was never delivered. Michael did not follow up with the manager and the manager never contacted us. Home Depot headquarters at that point should have stepped in but Michael did not report it to them.
So there is definately a problem with Home Depot Customer Care online. I see many associates have problems with Michael even though he seems to courteously reply, he isn't necessarily handling the problems. But I guess he can log that he answered.
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3. Written by Just Concerned, on 15-12-2009 12:31
Some more information. One Manager was referred to as a racist, so instead of hitting the issue straight on - the Sr Director moves her to a different Manager position in the department and since she has a problem with white people - she only manages African Americans. Such an upstanding decision. The female that is suppose to be the liaison between the merchants and the Agent Experts had some many Awareness Line complaints that she had to be moved from one store to another. But history repeated itself and now she is safe under the SR Director. Wow - how do you get away with this kind of practices and then terminate people under a HR Manager that has serious issues and does not know how to even properly investigate allegations of wrong doing or falsely accused wrong doing. This is truly a Black Ball environment and then protected by the "At Will Employer" loop hole. Wrongfully terminate employees and then deny Unemployment benefits based on poor investigation and second hand information. How can you sleep at night knowing you did the bidding of another to keep your job - yet to know you have put another person in the mix of over 10 percent unemployment with no form of paying your bills. OMG - what kind of employer says they care about their employees like family yet behind doors treats people like they are useless? I can see if someone is doing something to purposely in violation of company policy, but not someone that is doing everything possible to take care of the associates and is setting standards for others to shoot for. I know for a fact that the reason for my termination was motivated by more than one person and for reasons that were more vindictive than based on actual events and/or truthful statements. To be perfectly honest - I gain absolutely nothing from distorting the truth or telling a lie. This topic is not complete yet.
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4. Written by Just Concerned, on 13-12-2009 10:31
I have a little more to air. Typically a call center has a turn over percentage that hovers around 35 percent. But due to the economy - people will weather the storm until things get better. Customer Care will one day face this number and I would not be surprised to see it hover around 40 to 45 percent. You have a lot of good people that are seriously taking excellent care of customer that are beat down by unrealistic metrics. Then you have the ones that are turning exceptional numbers that are kind of taking care of customers - and those are buying time until they can escape the madness. Now I do admit that this exists in most every work force, but it should not exist in a customer service environment or in the numbers prevalent in THD Customer Care. Ultimately, it could be one of the best places to work - but the Sr Director being guided by his ambition and the almighty dollar sign plus the Managers have him whipped, and the Managers have little if any respect for him, the Supervisors support Managers so most of them can do nothing all day, and the 14 Agent Experts playing Management and the supervisors so they can pretend they care and know what is going on, and now the associates playing that are just buying time create a true case of madness. Discord in all levels and a frustrating and belittling experience for the good and exceptional people. Mr Frank Blake is being snowed - or maybe duped.
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