Off topic, RL related post. Please comment!

I've been complaining a lot about my work conditions on plurk, and I've realized that somebody needs to make observations. What started out as paper rant has now become an actual project. This is by no means the completed version. Comments are most welcome!


Lack of Communication:
-Between department heads
-Between departments in general
-Between management and staff
Communications are not only not open, but discouraged between departments. Tension is created because of impressions that all departments are intentionally working against each other. Even in the customer service department, tension is created by team leaders who give impressions that other departments want to see us “in trouble”. We are often told that other employees are “out to get us” and encouraged to keep records on other employees mistakes.
Possible solution:
Lack of Professionalism:
This is a huge issue in the customer service department. The representatives have no guidance as far as professionalism when speaking to landlords and tenants on the phone.
The general technique is to yell when yelled at. When voices raise on one end, a large number of the CSRs raise their voices in response. Landlords and tenants alike are routinely told “No, you are completely wrong!” in very strong voices instead of the “I'm sorry, you are mistaken/you have been given wrong information.” that is the standard in most call centers. Callers are often called liars, or it is very strongly implied. The initial response on call-ins is becoming increasingly belligerent from the beginning of the call, making it harder to resolve issues.
Possible solution:
Retraining of CSRs to ask questions politely, such as “May I place you on hold?” and examples of how best to convey that the information was wrong without being confrontational. There should be an enforced standards on courtesy instead of just did we give the correct information.
Lack of Consistent Standards:
Procedures for handling calls and issues are not consistently held or enforced throughout the department. Team leaders have different standards, making it harder to consult other team leaders in times of rush or when one is out. It slows down the process of correcting the issues accurately, and often increases the number of phone calls that go out to landlords and tenants for information.
Possible solution:
It would be enormously helpful if there were standardized information sheets that went to all employees. Also, if there were one person who collected the changes and formed them into a weekly or bi-weekly report. This person could also be in charge of the data resource sheets that all customer service employees use for their daily activities.
Lack of Ownership:
The customer service representatives and team leaders are showing constant and increasing lack of ownership in problem solving. In fact, very often, problem solving is frowned upon and seen as more of a bother than anything.