@Sheila22
Working in Airbnb support is infinitely harder than working in a front of house role Sheila.
Everyone who come to Airbnb support has a problem, and most of them are angry! They want their issue resolved to their satisfaction, and many times it is not possible to validate their point of view....they are the problem, not the system.
It got the better of me in the end, I was getting tired of having my head ripped off, customer after customer all day. One night about 1.50 am I went down to Ade and said...."I am not logging on in the morning, I am beginning to doubt what I am doing".
I tried to tell this community here that if you want a satisfying balanced hearing, there is a right way to deal with support and there is a wrong way and I used some Directly screenshots to illustrate my point. I was informed by Directly management that I had contravened company policy and we went our separate ways.....so ended my role as a support agent.
I was a good support agent, my satisfaction closure rate was 97%! That meant for every 100 customer tickets I took on, there was only 3 that I had to hit the hotline button and pass on to God and the inner sanctum!
I have learned in life Sheila, that being a conciliator in any situation gets you far further than waving a big verbal stick.
The fact that @Stephanie @Lizzie @Quincy @Anna @Sergi @Emilie are controlling this Community Centre does not mean they are censoring it out of fear they might loose their jobs and their income. In my support role I had absolutely no consideration as to whether I was stepping on the company's toes....I just told them what the rules were, simple as that.
Sheila, please don't accuse the moderators of acting unethically, I have personally spent time with one of them, and I know unreservedly they are acting in yours and the the CC's best interests!
Lizzie's farewell
Cheers.........Rob