Where do I start... Loyalty one is the organization that owns/runs, essentially its the air miles program. So as a specialist your taking air miles calls. The program is ALWAYS changing and many people (especially the elderly) don't like change. Because of all this change you constantly get angry customers that you can do absolutely nothing for, maybe you can offer 25 air miles but what's that really going to do when they're possibly losing out on hundreds or thousands of air miles! So...due to the fact that you can't help these customers, it affects your Customer Satisfaction Surveys.
As a specialist you get 10 surveys a month and you need to average a 70%. Its sometimes difficult to attain that 70% even if your customer service is amazing!!!!! The customers are asked I believe 8 questions, out of those 8 questions there are 2 questions that determine if you pass or fail (what's the point of the other questions right????). 9 out of 10 times if you do fail the survey, its not because you're a bad representative and you gave bad service, it's because the air miles program sucks!!! They keep making changes, not properly informing their customers and then YOU the representative are left with a bad survey. The customers are able to leave comments so you hear exactly why you got a bad survey. Loyalty one doesn't care about that though, my boss told me "the numbers don't lie" lol, even though he knew that I wasn't in the wrong and the situation was "out of my control".They don't use the surveys for the benefit of the customers or the program, they use the surveys to fire their employees.
When you have/had a team leader like mine, that doesn't care about the members of his team and is always selfishly looking out for himself, the company is a hard place to be mentally and emotionally.
It's sometimes a high stress environment because you're always being watched, through stats, personal time...everything is numbers and if you don't have the numbers that they need...you get letters, action plans or you get fired! The company focuses more on micromanaging their employees rather than responding to the needs of their customers.
If you do decide to work here my advice is you're very careful and strategic with the way you deal with certain leaders. Do honest work and if you feel something is not right speak up. Many people are afraid to speak up because they don't want to lose their job. It is a civil environment and you can handle your business in a civil manner. Don't allow people to walk all over you because they are management. If you don't know by your rights...read up on them.
