I hate the manager in the other department

I am the customer service supervisor and I am trained to do basic bookings (domestic air, car, hotel) Today I had a call from a lady who wanted a quote and to book. So instead of saying "sorry I can not help you I will have to transfer you to the booking department where we only have 2 agents who work at this time who are both currently on the phone and who knows how long you will be holding" I quoted and booked.

The only thing I do not know how to do is invoicing and ticketing. So I had to wait for my QC guy to get in. He gets in and I told him I queued it to him to do. He did for me no questions asked.

Great news was today he was actualling doing training on invoicing and ticketing. So he wanted to include me because I dont know how to do it.

Well the booking manager says "she does not need to be in that training. She is not a booking agent" my QC guy says well it is important for her to know because she does help out and if you take a look around you really could use all the help you can get.

She says "absolutly not. This is not her department and she should not be taking booking calls when her priority lies with being a supervisor"

The booking managers mentality is even if you know how to do something (for example their is a lady who is in cruises but spent 8 months in CS and can answer a CS question if it comes into booking but the manager will not let her answer the question. Told her she has to transfer the call) if it is not your department or have anything to do associated with your department it is not your concern. Her other thing is if you go around her she gets ****** off. (i.e., me doing a booking when I am in CS and not transfering the call to booking or asking her permission to do the booking)

It's managers mentalities like that where I want to scream at them

Thanks for letting me vent. This woman knows exactly what buttons to push on people and she pushes them every single day.

Message edited 2/1/2006 9:02:49 PM.

Re: I hate the manager in the other department

she sounds like a peach!

sorry

Re: I hate the manager in the other department

She's just a gem

She even walked out of a team meeting with her team and boss because "she just had too much to do"

Why are some people managers

Thanks for letting me vent.

Re: I hate the manager in the other department

I can't stand the "Not my job" people.

Re: I hate the manager in the other department

Posted by HarleyGirlFLA

She even walked out of a team meeting with her team and boss because "she just had too much to do"

Re: I hate the manager in the other department

She is a perfect example of all that is wrong with customer service and business today.
I am so sick of the pass the buck/ not my job people! It's because of people like her that the general publix doesn't believe in customer service anymore.