21 DOG YEARS by Mike Daisey

Author:Mike Daisey
Language: eng
Format: epub
Publisher: THE FREE PRESS
Published: 2002-07-15T00:00:00+00:00

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9

Mission Statements

I had been in customer service for six months and I knew that I had to get out. After Christmas there would be a lot of confusion, work pileups, and the inevitable backlog of returned items to deal with, but once all of that had been taken care of the eyes of management would find me, standing naked, ready to be taken out to the woodshed and horse-whipped. Though I had been perfunctorily diligent during the monomania of Christmas, I had not gotten consistently better, and with the pressure off I was slipping already, headed back to my old ways like a drunk to the bottle. It’s a sad state of affairs to be addicted to incompetence, but such is the fate of those who are honestly bad at their jobs.

I’d like to think that if things had been different, I would have done well in customer service. After all, I was in love with the company and you would think this would have pushed me over some vital edge and into the realm of “passable.” I’d like to believe that, but it’s simply not true. And the reason that I’m scientifically certain it’s not true is because of five numbers that Amazon measures:

the amount of time you spend on each customer call

the number of phone contacts you have in an hour

the amount of time you spend on each customer email

the number of email contacts you have in an hour

the aggregate sum of the number of phone and email contacts you make every hour

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