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I agree, but management will never agree since the customers are the ones who generate the profits.
I think the same, we have made progress in many things and I don't understand how we can continue to put up with bad treatment from customers just because they are the customers, I try to be patient but I can't always succeed.
It is something that I have been saying for a long time, we should form an entity that is in charge of regulating the treatment of people in our workplace.
I am almost sure that there are people who only call customer service to vent their annoyance with us, it is something that sounds like a conspiracy but I am almost sure that it is so, so if we need something that protects us from this type of people and management who demand that we have to put up with this kind of thing.
In my company, for some reason, the head of our department also occupies a place on the board of directors, and that has brought us great support and understanding, that is, we have permission to block a call if the client is rude.
In my company, the strategy of being part of department X for a day is used, where X is being part of another department for a day and learning about it, when they go through customer service and they are sitting next to us watching what happens many people are scared and understand what is happening, the way in which the bosses spoke to us and demanded respect for the clients has changed a lot, now they do not tolerate clients being rude to us.
It is necessary that we have something like a union or a place where we subscribe as customer service agents from where we can assert our rights as people and workers.
I think the word would be the union of customer service agents, because that way we don't have to put up with mistreatment from clients or bosses, people believe that we are there to be hated and that has to stop.
I think we have reached that point and I love it. So many people are done killing themselves for pennies and are walking off the job or unionizing. I would imagine the industry will see huge changes in the next couple of years as we collectively reach our breaking point.