Hit 5,000 customer complaints logged in my file today

I've been doing phone support for a utility company for about 8 years now. Today I hit exactly 5,000 complaints logged under my name in the system. That number just snuck up on me because I don't usually check. It's weird to think about how many people have yelled at me about their bills over the years. Has anyone else ever looked at their total and felt a little stunned by it?

3 comments

3 Comments

margaret_jackson737d ago

Take that number with a grain of salt, though. Your mileage may vary on whether it's a badge of honor or something else depending on how the company tracks things. In my experience those numbers can be misleading because people file complaints that aren't really your fault.

terryf625d ago

Fair point. Maybe they should track resolved complaints separately.

kai9147d ago

Fifteen years in a cable company call center here. I hit 12,000 complaints last year and it messed with my head for a week. What helped me was realizing most of those were about things I had zero control over like rate hikes and service outages. I started keeping a personal tally of the ones where I actually got someone a credit or fixed a real problem. That balance thing kept me from burning out. You might try that. Also your manager probably knows the complaint system is garbage and doesn't hold it against you.