Pros
Recogntion of brand. Ability to make a difference with our customers. The people within the facilities were absolutely great to work with. I am humbled to have worked with such great and hospitable people. The treat visitors from other units and areas with a great deal of respect. At the street level, managers and supervisors really did care for their employees. Unfortunatley, the pressures from Senior Management pressured our sales center managers, DSMs, etc. to manage differently. Some managers were great at shielding their employees from that pressure. Unfortunately, we have a number of managers who did not do enough and were only in it for their own self-preservation.
Cons
Lack of vision and strategy on behalf of senior management. We change our focus like we change our underwear. We also have an inability to have the tough conversation with employees. Many policies take away empowerment from employees. Current management manages according to KBI and scorecards, not to customer feedback. CCE also does a terrible job of recognizing employees. Absolutely no appreciation from the top! The biggest frustration is a lack of focus. CCE does not have a central customer service purpose to go by. On one hand we preach doing anything for the customer, yet we punish our employees when they do because it ruins our KBIs. The hardest thing for employees CCE is work/life balance, especially during the summer. The amount of pay we receive divided by the number of hours worked by employees is commensurate with the effort given. People are very passionate for the brand, but not at the expense of the sacrifice made to get the work done.
