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One of the reasons we lose customers
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<blockquote data-quote="959Nanook" data-source="post: 324638" data-attributes="member: 14462"><p>Not sure that I agree with the tone but I think you certainly raise an excellent issue. When I started as a permanent UPS employee, I started as a customer counter clerk. It was like getting thrown to the wolves so I did the best I could to serve the customer. I made a lot of mistakes due to ignorance and learned to ask questions. I could go on ad nauseum about how UPS is shooting themselves in the foot by throwing a new hire on autopilot behind the customer counter with little training on customer counter. </p><p></p><p>Sales lead training (which I did get some before working the counter as part of the driver training and I hear it during PCMs) wouldn't help the issues you raise. </p><p></p><p>I get the same understanding that you do about shipping perishables; however, I didn't read the details of shipping live animals or plants until after you raised it in this forum and know one ever took the time to inform me.</p><p></p><p>The simple facts are that I don't have the time to go searching the internet for details on the computer at the customer counter when the counter is four customers deep, a driver is screaming "Clerk" in the shop because the packages being sorted from the late plane are piling up, another driver is looking for my head because he didn't move one of the carts stacked with packages and hit it with his package car so that now it is jammed up tight between his package car and another parked package car, and there are two commercial accounts at the bay door waiting for me to hand off their freight. Granted that example from this morning is a little more chaotic than normal; however, these type of issues seem to come up at moments like this.</p><p></p><p>I forgot to check the poster of prohibited items behind the customer counter today to see if it said "live plants". As a general rule of thumb, I take questionable situations on a case by case base and ask management if I don't have a clue how to proceed. My line of thinking behind the counter is that I do everything I can within reason to serve the customer and I'll take the ass chewing if I get one from management which is usually pretty easy to diffuse with the "I didn't know, I was trying to help the customer, I'll work as directed next time now that I've been directed" as long as I carried the package in accordance with the 8 Keys to Lift/Lower.</p></blockquote><p></p>
[QUOTE="959Nanook, post: 324638, member: 14462"] Not sure that I agree with the tone but I think you certainly raise an excellent issue. When I started as a permanent UPS employee, I started as a customer counter clerk. It was like getting thrown to the wolves so I did the best I could to serve the customer. I made a lot of mistakes due to ignorance and learned to ask questions. I could go on ad nauseum about how UPS is shooting themselves in the foot by throwing a new hire on autopilot behind the customer counter with little training on customer counter. Sales lead training (which I did get some before working the counter as part of the driver training and I hear it during PCMs) wouldn't help the issues you raise. I get the same understanding that you do about shipping perishables; however, I didn't read the details of shipping live animals or plants until after you raised it in this forum and know one ever took the time to inform me. The simple facts are that I don't have the time to go searching the internet for details on the computer at the customer counter when the counter is four customers deep, a driver is screaming "Clerk" in the shop because the packages being sorted from the late plane are piling up, another driver is looking for my head because he didn't move one of the carts stacked with packages and hit it with his package car so that now it is jammed up tight between his package car and another parked package car, and there are two commercial accounts at the bay door waiting for me to hand off their freight. Granted that example from this morning is a little more chaotic than normal; however, these type of issues seem to come up at moments like this. I forgot to check the poster of prohibited items behind the customer counter today to see if it said "live plants". As a general rule of thumb, I take questionable situations on a case by case base and ask management if I don't have a clue how to proceed. My line of thinking behind the counter is that I do everything I can within reason to serve the customer and I'll take the ass chewing if I get one from management which is usually pretty easy to diffuse with the "I didn't know, I was trying to help the customer, I'll work as directed next time now that I've been directed" as long as I carried the package in accordance with the 8 Keys to Lift/Lower. [/QUOTE]
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