How to tackle with the 'Not-totally-dedicated' ones??
By mr_pearl
@mr_pearl (5018)
India
December 11, 2011 1:41pm CST
My Dear Fellows... I have an issue in my office and I am not sure where should I begin to tackle it.. I will relate my experience here. Please let me know how you feel about it...
There are a few people who think that all they need to do is to come to office and do their job and go home. They don't put their heart and real human efforts to complete the job... They just do it for the sake of completing the log in hours...
I work for one of the largest Airlines in the world. I work with the reservations desk, where we are supposed to handle customer (or passenger) queries over the phone. The passenger is given an option to opt for Customer Satisfaction Survey, before they get connected with a live agent. Many of them opt and share their feedback. I recently started handling the C-Sat (Customer Satisfaction) dept on a temporary basis (later they might confirm it based on my performance). So I am gonna have to maintain the scores up for the month.. And recently, I have come across some people here who are not wholly into the job. They want to complete their time and go home. They don't think of the consequences of their carelessness... The get D-Sats (Dissatisfied customer). When I tell them their mistakes they don't accept it. And the scores keep going down. I do my best to keep it up. But these people ruin it all..
Should I talk to their bosses? Or would it be too early to go to the bosses? Would the management think too bold of me to approach this early???
Please share...
3 people like this
6 responses
@sid556 (30953)
• United States
12 Dec 11
Not sure how this works in your place. Do you have names of the ones not doing their jobs well? I don't think I'd run to the boss based on customer complaints alone and especially if you don't have names. I don't understand why the survey if the bosses are not going to get the surveys. What is the point in them if you are not giving them to the boss? I get complaints from customers about other workers all the time. I don't know what the story is but there is nothing I can do about it.
@mr_pearl (5018)
• India
13 Dec 11
Hi Sid... Actually, I create databse which is uploaded with the daily data... The management views only final score, for which they would hold me and my colleague reponsible... We are supposed to share feedback with non performers and encourage the performers to do more... If the scores go down, they blame us... I contribute a lot everyday, but there are a few people who don't care... They get scores down... Management don't check the individual scores. They see the final ones only...
For the past two days, I've worked on everyone and things are getting better now... :-)
@mr_pearl (5018)
• India
13 Dec 11
Yes Sid, there is a lot of pressure... We can't issue warnings at my position... We need to talk to the immediate boss of the person in question. The immediate boss always covers his subordinates... He is supposed to speak to the management about it... But if he does he will lose points to... You see no one is actually focused on helping our passengers, everyone is saving themselves... I won't say that no one is good.. There are plenty of good agents but they work at lower level, and are totally unaware of managements' activities.
People in management are always after saving themselves.. If scores go down then even manager loses incentives. It is kind of a system where everyone is responsible for the performance... Kind of communism... LOL....
@sid556 (30953)
• United States
13 Dec 11
That's a lot of pressure it seems. I would think it would be better for them to know who the slackers are so they can issue warnings and weed them out if need be. Do you have the authority to give warnings? If I'm following you right, this just seems like an unfair set-up to me. Like some would work extra hard to pull the weight of the ones that don't pull their weight but yet the ones slacking get the same credit. If the scores are down then the hard workers get blamed as well. There would be no incentive for the slackers to try harder. If I'm understanding this right, if I went to the boss with anything, it would be to address this issue. Everywhere I've worked, I've had reviews and they are based on my personal performance. If someone isn't doing a good job..they get a warning. After 2 or 3 warnings they get let go.
@sarahruthbeth22 (43143)
• United States
11 Dec 11
You love your job, The people you are talking about must not. They are there and they will do the work but they will never like what they are doing. It is just a paycheck.So they could care less if the job is well done or not. I would check in again on your Tuesday and if they are doing the same, tell someone. But remember many will hate you for it. Lazy or the apathetic hate a whistle blower.
@mr_pearl (5018)
• India
12 Dec 11
Hi Sarah, I know many won't approve it.. And am not sure how management will take it... Yet, I've managed to get the scores up today, with a huge contribution by me only... I have motivated a great no of them to work on it... At least, I've got many of them serious about it in the pastt few hours... Just left the office and everyone promised as I was leaving, they would do their best...
Those who got me irritated still have not changed... I will be able to prove to management that only certain people aren't performing... Just hoping my boys will do their job well... Fingers crossed!
Thank you dear...
1 person likes this
@sarahruthbeth22 (43143)
• United States
12 Dec 11
Good. I'm proud of you. I hope everythif goes well. Please let me know.
@Sanitary (3968)
• Singapore
24 Dec 11
DO what's within your scope of work and that's it. Whatever u do, put in your best and others would follow suit if they see positive results coming from u. Don't bother to try and change things because nobody would listen to u. It's the same if u were to complain to the management and it makes things worse since they can blame everything on u, for u are new and being the temp head of the dept, u are bound to take everything they shoot at u. As such, just do your part, make friends before u make enemies.
@louievill (28851)
• Philippines
11 Dec 11
Hi, I think motivation is one of the best traits a leader could have. Like what the Japanese say "business is war" and that company you work for is into business, so think of your self as a front line officer leading those people around you, use motivation and persuasion first as would an officer do in handling tired, worn out or sometimes even rebellious soldiers, so here is where I think your personal talent and creativity should come in, I think telling the higher ups should only be done as a last resort lest you want resentment within your own ranks, just a friendly advice friend from what little I know reading business books and principles
Have a nice day and good luck on your work.
Have a nice day and good luck on your work.@mr_pearl (5018)
• India
11 Dec 11
Hello Louievill... That is really a valuable advice... Yes, it is true that if I report, they will feel ill towards me... I think you are hinting that I should behave according to the situation... And I'll.. I need to get the scores up, anyhow...
Thanks a lot!!!
@abcuser123 (78)
•
24 Dec 11
I think what louievill said is true, people get paid in this world for quality or hard work, not sloppiness. No one rewards or likes a sluggard. You should report to management if their time is up. Some tough love is necessary to make them grow up.
@mr_pearl (5018)
• India
24 Dec 11
Thanks a lot... Things have got quite good in the office now... The scores are up again and bosses are happy... I spoke with seniors unofficially about the issue and explained how it would affect them... :-)
that got things back on track ... Thank you again... Take care... Merry Christmas...
@enelym001 (8322)
• Philippines
12 Dec 11
When people are newly hired they show everything and work so hard. But as months and years passed, they don't seem to care about their work and their companies reputation, they just want the salary.
I think you should try to be show them how you love and appreciate your job. That is the only way I can see to encourage them to work like you.
@jsmalong (109)
•
13 Dec 11
There are, indeed, many people who are working mechanically. They do not put their hearts and minds to what they are doing. What they care about is their paychecks. Keep up the good work, continue to be a good role model and hope that sooner, rather than later, they will follow your lead and become diligent, conscientious and motivated workers.
@mr_pearl (5018)
• India
13 Dec 11
Hi... Thanks a lot.. Yes, I am gonna keep working the way I do... You know also, that they will harras the honest workers more... I don't keep personal relations with anyone in the office, I keep myself busy with my work... That is how it has been for quite some time.. And many people don't like that. There are attempts to lower my confidence.. I am thinking of quitting the job and finding a new one... :)
