As a customer-service representative, Suburban Propane expresses their interested on providing "unparalleled customer-service" to all customers that work with them. The training program deceptively states specific policies, and the idea that they want to help every employee be successful. As a former employee of Suburban, I learned that companies use certain approaches to benefit them:

1. Staffing agencies provide a large quantity of staff members that would work for the company. When companies work with staffing agencies, the employees become less important to the company. They will get rid of you if you make one small mistake, and provide little justification to why you were fired. Staffing agencies is a great way to get hired onto a company with very little experience, but can be limited.

1.Policies are in place to be followed by employees. Companies should never set one policy, and then promote another policy to the employees. There was a lack of communication with this, which can be detrimental to employees at any company. Provide one policy for all employees, and make sure all managers/supervisors are aware of this.
 
3. Training programs are essential elements to the growth of customer-service representatives. Supervisors use a S.M.A.R.T technique to analyze the quality of calls, and help employees change their habits to make themselves better. Use some technique, either notes or a rubber band, to influence change on every employee to make themselves better.  It might seem silly, but it allows employees to always become better. 

4. When you fire someone, there should be some justification to why it occurred.   As an employee that followed correct procedure but was fired for it, there was little justification to my termination with Suburban Propane. Termination should never occur with little or no regard to system errors, which most likely occurred as a result. I was a good employee: I came in early, followed procedure, left early to save the company labor expenses, my fellow employees enjoyed me there, and yet it doesn't matter to the company at all. There was a complete disregard to all of those things when accounting for my employment at Suburban Propane.   
 


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