Originally Posted by
lougord99
You seem to have turned a guideline and 'can be written up' into a rule. Seems very different to me.
I cannot imagine any call center that does not give guidelines to their phone reps. You also claim in your title that this is new. I strongly doubt that.
Lougord do you work for SWA? So you doubt what I say is fact? With my
phone call with the Customer Service Supervisor I took meticulous notes as I plan to follow this up with a formal letter. The supervisor stated this was a letter from Teresa Laraba, not sure of her title, on January 13. The supervisor actually read part of the letter to me. However, it stated 300 seconds. (this is 5 minutes)
Rules are what phone reps are written up for NOT guidelines.
You are golden to 300 seconds (same as 5 minutes)
Before you doubt, check it out.