Nice company, poor coaching/training
Consumer Service Representative (Former Employee) – Cleveland – 24 July 2019
Whirlpool is not a place for everyone and it does take a special kind of person to work there. Sometimes you deal with very difficult consumers, which is to be expected. However, there are consumers who will be flat out rude and disrespectful to you and you are not given the proper training to handle those consumers. You cannot disconnect the call, due to that being grounds for termination, you also cannot just transfer the consumer to someone else, especially if they are refusing that. In my opinion there needs to be a process to handle those type of consumers. I also feel like there should be better coaching, not "hey, you did this, you're fired," but "I understand why you did this, this is what we can do in the future to correct this issue, and this is your first and last warning to correct it." The CXC Center is a great place to work, I appreciated having a set work schedule and knowing that my CA would work with my schedule when I needed them to, but I do feel like there needs to be better training and coaching to handle the more escalated calls.