Somewhat unrealistic expectations of performance
Customer Service Representative (Former Employee) – Halifax, NS – 10 February 2019
Right thing first, first time right, should be a practice at Manulife. Rushing through calls with a robotic review, and regurgitation of policies does not afford the best customer experience. Take the time to explain it to the customer, and they won't need to call back several times to verify, or complain. Anything that required more than 30 seconds of searching was expected to be made a call back, which created a work load that many employees handled on their personal or unpaid break time, causing anxiety, stress, and burnout in their employees.