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Originally Posted by rkzenrage
I have heard this many times in many forms, "management made a bad decision, so I'm gonna' take it out on my customers". Yeah, that makes perfect sense.
Don't like customers, get out of service... always good advice.
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I'm not disagreeing with you, but I will note that it is management's responsibility to ensure that their service reps work in an environment conducive to quality service. The helpdesk at the company I work for sees a high turnover rate: people usually last about three months. The quality of service? Abysmal.
Does management ever take heat for it? Nope. They bring in replacements, provide them with poor training and a shit environment, and then spend their days beating the helpdesk for all the complaints they get. People get frustrated and quit over it. Vicious cycle.