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Having leeway to deny or approve certain things can be a positive thing. In my experience, it leaves the customer confused, though. It’s great they got that interest relief, but probably frustrating to have it denied the first time.
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The problem is, our company doesn’t have any clear policy when it comes to reversing interest or fees. A lot of decisions aren’t even within an agent’s authority, so we’re constantly at the mercy of our supervisors, which makes things frustrating for both us and the customers.
There are always some managers who are true believers and they'll want to follow a company's policy no matter what. It's not even like they benefit in any way. To the company, people like that are disposable cogs in the machine like anyone else. But they'll behave like zealots, like in this case where they deny someone interest relief. You raise a good point, if the second person could do it, the first could have. But they just didn't want to.
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Honestly, I really question what criteria our company uses to hire supervisors. I’ve had conversations with some who don’t even seem to know basic procedures. I end up explaining things to them, and their response is often, “Oh, I didn’t know that.” Like, seriously? You’re supposed to be my superior. You should already know this stuff.
Some people are heartless and doesn’t really care about the customers or the fact that life happens
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You’re absolutely right. If something is within a supervisor’s scope, why not just take care of it and make the agent’s job a little easier? Saying “no” to a customer often means taking the full brunt of their frustration even when the decision isn’t ours to make.
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I was actually just thinking about making a separate post (and perhaps still will), but I have been fortunate that most of my employers have believed in the big picture and building relationships, so I have had the ability to tweak the rules and error on their sides. I wish more people did that, or realised they had the ability to do so.
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You’re too kind! But honestly, if all managers were supportive, knowledgeable, and fair, this job would feel so much more fulfilling. I wouldn’t even mind staying in it long-term if the environment felt that encouraging and respectful.
That inconsistency kills trust. Feels like a game of luck rather than fair support. Why can’t they just get on the same page?