I spoke with Lakeisha this morning and let me start by saying that I can see that she can be difficult to manage if a supervisor is not strong and assertive. She immediately told me that she had a Master’s degree and she was very intelligent. She came across with an overwhelming arrogance that I haven’t seen in any one in a long time. This was all before I even mentioned the exact situation on the LAC call.
I then began my conversation by telling her that I was here to give her additional training and how she should use her resources to answer callers questions. She immediately put the blame on this particular call on the supervisor(Hailey) . It is clear from what the caller told Love a Child that Lakeisha did put the caller on hold because
I then began my conversation by telling her that I was here to give her additional training and how she should use her resources to answer callers questions. She immediately put the blame on this particular call on the supervisor(Hailey) . It is clear from what the caller told Love a Child that Lakeisha did put the caller on hold because