WTW reviews

The current leadership support system for CSR (Customer Service Representatives) is lacking, and it tends to be more reactive than proactive. This approach results in subpar customer service quality. In my experience, particularly within the client account I am assigned to, leadership makes it extremely challenging to deliver excellent customer service to both employees and retirees of our clients. When CSR representatives utilize the designated team chat to advocate for the caller or reiterate their questions, they often face criticism and belittlement from their supervisors, often in front of their colleagues. On some occasions, the communication takes an aggressive tone, with supervisors resorting to writing in all capital letters. The prevailing attitude within the leadership is one that views and treats all employees as if they are incompetent. There is a lack of consistency in expectations. One day, we are told to think independently, but the next day, we are instructed not to perform certain tasks without seeking prior approval through the chat system. Unfortunately, this inconsistency and the negative atmosphere have led to situations where customers' needs are either not met or are unnecessarily delayed due to leadership's approach.