Managers play favorites and hire/promote their friends who are unprepared and have the wrong mentality for their role in customer service. A certain member of the support team is a pain to deal with and any attempt to say so is met with retaliation, of course they claim it's unrelated but it's your word against theirs and they have all the power.
The CS department management actually held a meeting a while back and tried to excite people with the idea of not giving bonuses to the bottom performers with saying "if they aren't doing as well as you why should they get anything?" The way it is now is there is a formula based on your sales and other metrics that decide your bonus. Now they want to just give bonuses to the top X number of performers and tell the rest they get nothing.
Upper department management is unaware of the problems we face in our day to day operations. We had an issue where if a customer didn't have an email then the order couldn't be placed and their card number was being locked out for fraud. This affects our own personal sales (our bonus) and the company as a whole when asked about this in a meeting we were told they don't know what we are talking about and should ask our direct supervisor. In that same meeting they were talking about system changes and when we had questions they would answer them with "ask your direct supervisor."
One written warning and you get no bonus.
Down time used to be great with unfettered access to the internet but now nonessential sites are being blocked, a few funny pictures between customers is how I would stop myself from burning out.
