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No, you aren't wrong at all! You were doing your job. I'd take that feedback with a grain of salt. When was the last time the big boss had to work directly with customers?
Thanks for that encouragement. It bothered me, which is normal, considering he's my boss. I want to handle situations with customers well, and I thought that was the standard for my company. So it seemed rude and nitpicky for him to say what he did.
That's what you are supposed to do because that's what your role suggests. Let him say what he wants to say and just brush it off. If you think you haven't done anything wrong, just do what what you do best.
No, you are not wrong to feel the comment was unwarranted. It sounds like you were going above and beyond for your customer, and the boss should have appreciated the effort. It is perfectly understandable to be taken aback by their comment, and it may be worth discussing the situation with your boss to get clarification.
No, it's not unreasonable for you to think the comment was uncalled for. You were merely attempting to carry out your duties and go above and above for a client. Your employer ought to be pleased with you for taking the initiative to assist a customer in need. If he had genuine concerns about the amount of time spent, he ought to have spoken to you about it in private rather than voice them in public.
You were simply doing your job and going the extra mile to help a customer out. If that is what the company expects from you, then the comment was certainly unwarranted. It is understandable that the boss may have been frustrated or busy and didn't have time to provide the same level of customer service, but that does not take away from the fact that you were doing your job.
It was unwarranted. However, I would exercise caution. It is the customer's responsibility to have this information ready. An additional 5 minutes here and there is great, but if you are routinely taking on the responsibility of the customer when they could call back in 25 minutes after you have helped a few other people, then that can be an issue and a hard habit to break because then you won't feel like you're doing your job.
Going out of your way is also typically why people leave reviews. Good reviews for just doing your job well are less plentiful than reviews that praise or critique you.
It's really about the phrasing with some micromanagers; got to be careful there. I'd phrase it differently too, if you get asked, "For around 3 or 4 trickier customers per week, I spend around 10 minutes on average to find the order." it sounds much better than 5-25 minutes because we always assume the worst. That said, if you can't find it in the first 5 minutes, let the customers give you more details if possible.
Not me, but my coworker. He gave too much advice and in our position were not meant to give advice, just transfer calls.
We live and work with capitalistic-based expectations. What you do has to be productive toward the company making money, or you're out. A long call occasionally isn't that big of a deal; it averages out. But you must show the value you're bringing to the job in a way the company will understand (aka, you're saving them money or making them money). Just ensure it was a one-off, or you'll likely continue getting feedback about shortening your calls.