She has also told me that I need to work more efficiently, but also not too fast, to “build a real connection” with customers. I am not doing homework for this woman who barely even SHOWS UP here. Most of her schedule is off time, to the point that we have an email category about whether or not she is working during the week, even then, she STILL leaves early.
Not everything in these calls needs to be noted. I don't care why a customer is canceling their order, and if they are, I'm certainly not trying to have “fun smalltalk” with them. No one actually wants this. She hasn't worked this department in years and is completely detached from the reality of how people work. She sends us emails and Teams updates about her daughter or the weather for god's sake…
Tldr: Boss who barely knows how humans work is demanding I pretty much do homework for her every shift.