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good/bad business decisions

It is the current business model for many large organizations to contract customer support to a large body of specialized low-skill and low-pay employees.  This model means that companies can provide a broad body of customer service, answering the many thousands or millions of phone calls they receive each day, for a very low price.  The problem is that a high percentage these low-skill low-pay employees are of insufficient intelligence or training to handle situations that deviate from whatever scripts have been provided which, of course, leads to situations like this (originally from the VerizonMath blog).

In happier news, New York Comic Con was fun, Coraline 3-D was awesome, and I'll be heading home this afternoon.  On that middle note, they're already preparing commentary and behind-the-scenes features for the eventual DVD release, some of which can be found on the official CoralineFilms YouTube account, such as this video on miniature knitting.  Microknitting is approximately as amazing as watching 3-D films in a theater, which is pretty great and not as dorky as old-school 3-D film watching with the red and blue cardboard glasses.  It's really fun to watch things appear to pop off the screen and hover over the audience.  Getting both 3-D effects and a great story is priceless, though the cost was $11.50—not bad considering the usual $9-10 cost of regular films these days.


( 5 comments — Leave a comment )
Feb. 11th, 2009 05:51 pm (UTC)
I'm sorry for that poor man, he was dealing with epic levels of stupid... No difference between $.002 and $.00002 indeed.

corrected for spelling...
Feb. 12th, 2009 03:18 am (UTC)
ya.. to be fair, there's a powerful level of stupid present on both ends of the customer-support industry, but it's pretty upsetting when the people in charge of things can't even do basic math.
Feb. 12th, 2009 06:35 am (UTC)
Yeah, the phrase "I'm not a mathematician" from the supervisor made me almost face-palm. *twitches* That said, I've dealt with epic stupid before as well...
Feb. 12th, 2009 05:21 pm (UTC)
I will never forget having to spend a half-hour trying to explain to an elderly woman precisely why her cash transactions at a store did not appear on her credit card statement. I also experienced similar amounts of stupidity from my own coworkers, however, whom it was my duty to help with the customers' questions and problems.
Feb. 12th, 2009 05:39 pm (UTC)
Le Sigh... Yeah... Being on what's considered the escalations team, I know all about "yr doing it rong". Some of the things some of the other agents tell customers...
( 5 comments — Leave a comment )


Gorotsuki Tenshi

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