Im feeling pretty cacky at the moment.
I got a call today from a customer at work complaining about one of the staff. Now its not my job to discipline the other staff but It is my job to help and listen to people and obviously sell what the company makes, which I do. When I ended the call to the customer complaining (was on the phone about 10 mins) my boss then imediately rang me and asked why the phone was engaged for over 10 mins. I told him what the customer had said, and he said to me 'well i suggest next time you end the call quickly, as taking calls like that doesnt make money. I couldnt get through to you for over 10 mins'. I bet he wouldnt of said that If someone was giving me money.
I then had another customer on the phone who had a problem with an appliance which was out of warrenty. But only last week I had another customer ring up with the exact same problem on the same model number and its quite a dangerous problem I think. Today I rang back the first customer who had the problem and told them about the other customer and that I felt it it sounded a bit iffy that two people had reported the same problem, and that I would ring the manufacturers up on monday to see what they think.
Now I dont get paid for this, nor am I told to do it, I just took it upon myself to try and help people out as much as I can. I always try to be as helpful as I can and be pleasent to everyone I speak to and I certainly dont rush people off the phone when I feel I should be listening. Even the peple who swear and shout at me get treated like everyone else. But now I think why the hell am I bothering. Its pretty obvious that my boss doesnt give a **** that I am doing what I am doing without being told to. In essence trying to improve the customer service of his company and the image it has. I understand I am here to make him money but peeving people off and not helping isnt the answer to gain repeat customers I dont think. Which Is why I listened to the complaint in full and said I would ring the manufacturers up on monday, even though I didnt have to.
Does anyone think I am wrong for doing what I do, do you do things at work your not paid to do because you feel you should, or am I just being total knob?