This is a copy of a recent memo sent to us by our manager. I have re-typed it to faithfully match the original with all its grammatical errors and have only removed the names of individuals or companies. I feel I don’t need to say anymore as the memo speaks for itself:
To: Customer Service Team
From: Bad manager
Cc: Client managers
As discussed on numerous occasions our priority is to take calls. I cannot stress enough the importance of staying seated and taking calls for the duration of your shifts. Every time some one leaves their desk we lose a call, whether it’s for a query, loo break or to get water. This, over a week can equate to in excess of 2000 calls lost, with a loss of revenue which we cannot afford in this difficult economic climate.
Therefore moving forward I would like the following adhered to with immediate effect.
All toilet breaks to be taken within your allocated break/lunch time (unless an emergency) Drinks whether hot or cold to be made within break/lunch times
All queries to be placed in the tray. (No visiting client managers to discuss) Even discussing with a colleague will mean 2 people off the phone, which is more calls lost. Queries will be dealt with from now on in, at specific allocated times to ensure minimum disruption. No outgoing calls to be made also.
Checking the diary for holidays/ days off etc to be discussed and checked prior to start times or within your break/finish times. Or place a request in the tray and I will discuss with you when the phones are quieter.
Mobile phones need to be away in the desk and switched off to avoid the temptation of reading, also no web browsing. Focus needs to be given during each and every call.
I will collect all printed documents from the printer/queries along with any envelopes labels that are required and will distribute accordingly. (xxxx will do this in my absence) If a statement for an xxx customer is required due to reconciliation, rather than printing it off, going into Busy wrap up and begin highlighting the query, just write on a query form “statement needs printing and reconciling)
Whilst I appreciate you may find this petty, this really is an ongoing issue that needs to be addressed, so I am looking for 100% cooperation form each and every one of you.
The screen behind me is a clear indication of the volume of calls lost or waiting, please look at this so you become aware of how busy we are and the importance of taking as many calls as possible.
Any questions or concerns please let me know, Thank you.