1) A customer, who's wife works at Staples head office, sent an email to her that I sent him. It is not my email. It is system generated. I did not know it says "thanks for taking the time to speak with me today..", which did not.
2) She questioned that I took this customer as a contact (of which we need 28 of per day), before I attempted to call him 3 times first. This is also true, however we all have customers that tell us to email only, so we do not call them. The managers and department managers are aware of this. In fact, some keep a list of these customers.
3) It is fact. I talk to several co-workers outside of work and they do the same thing as far as email customers the same collateral. They were also not aware of what it says.
4) I don't think that is true. They budget for some many people at the beginning of the year. I know the department manager does not like me very much, despite making her look good, but I don't think she would go that far. I think I rank 3-4 out of the 11. None of them have been questioned; I asked.
I'll look into the manual thing. If I have one, it mat be old, but that's not my fault.
Thanks for the advice, so far.
Edit: I just noticed 3 of the accounts given to me by a rep that was promoted within our department, only called the customer once before sending them an email, instead of the supposed 3, or in one case, 5 attempts that should be made.
My training manual is from '05. They have not given me anything since than. Of course, they could argue that the sheets we get for training updates are the same. Which may be true, but I do not have most of them anymore.