Using a throwaway account because I have colleagues who know my main account.
I work in customer service in something related to tourism, I can be difficult because of the clients but you get used to it however, lately, management decided to implement some changes that just make our job more difficult.
First, they decided to implement a new software, the previous one had some bugs but this one has way more, it constantly disconnects you, even in the middle of a call, sometimes it doesn't registers the processes or notes you made on the system, and lacks a feature that allowed you to give credits to the clients (sometimes we gave like 20 dollars or something like that as compensation just to make the clients happy) and also they decided to implement this on peak season, so now you have guests constantly calling because the last agent “hanged up on them” or didn't sent their request but it was just a bug we have no control off.
They also decided to tackle on customer dissatisfaction, but they decided they were dissatisfied because our messages didn't have enough “empathy”, while before it was enough with writing or saying something like I'm sorry to hear this, now they expect whole paragraphs of empathy phrases, of course customer dissatisfaction has not decreased because when you are pissed off because an hotel cancelled your reservation for overbooking and you lost a day of vacation, the last you want is to read a whole paragraph or hearing someone for 30 seconds telling you how sorry they are. What has decreased is our quality score because we didn't have enough empathy even if we handled the case correctly.
Also, to ensure this when it comes to messages, they decided that we need approval for every message before we send it, so basically we have to send the message to a group chat, get the approval and then we can send it, even if it's a urgent case, so now if I could handle up to 10 cases every hour, now I'm lucky if I can handle 4. So now my score has also decreased because of that, but it's like of course my score is going to decrease if I have to wait 15 minutes just for someone to tell me I can send a message that says “yes can help you to change the number rod guests on the reservation, how many guests will be in the end?” And also an even lower score because apparently changing the number of guests now requires empathy.