Why confirmation is good

[mousme]

So the little guy I spoke to at Sympatico, hereafter known as The Blithering Idiot, did not in fact put in an order for a new power cord for my modem. I called last night when I decided that the "minimum three business days" had stretched long enough. The new little man, who spoke with a pronounced East Indian accent (Sympatico? Outsourcing to a different continent? Never!) but who was otherwise far more competent, promised me that he would send me one right then. It ought to be here tomorrow, or Monday at latest.

If it's not here on Monday, there will be a complaint. A formal complaint.

The rest of my life proceeds apace. No reason whatsoever to complain. :)

Comments

[terheyt.livejournal.com]

My "favorite" part of the job? The fact that our quality score, out of 100, only has 5 points for actually helping the client, and 15 points for saying, in sequence "Is there anything else I can do for you? Are you satisfied with the service I've been able to offer you? If you need any more help, please log on to Bell.ca." There are NO points for getting a yes to the second question, or even waiting for an answer at all. If the call has gone long, we are ENCOURAGED to interrupt and talk over the client. Just as long as we say the right sentences.

I hate my job.