The Memo: When bad managers attack


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

Re: Calls

Hi all,

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.

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2 thoughts on “The Memo: When bad managers attack

  1. Great, not a lot of interested in the well-fare of the workers, is there? But then, you knew this already.

    I hope the coffee you make during your lunch break will still be nice and hot at 3.30, when you want to drink it (!).

  2. Yep, it makes painfully clear what I knew all along. I still find its bluntness a bit shocking which is why I’ve posted it in it’s raw form without doing any kind of analysis on it as I think that best illustrates the contempt it shows for the average Joe doing the job. Amusingly thought the supervisors are even defying this. As soon as the manager is gone one of the supervisors heads straight for the water cooler. I like to think it’s an act of organised defiance. It certainly gives me heart.

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