Tuesday, April 26, 2022

Quality Not In Control

           We’ve all been on the phone and heard the disclaimer: “This conversation may be recorded for quality control purposes.” 

          And yet—you have to agree with me—the quality never improves. Right?  The exact same level of competence and courtesy is always maintained (which is amazing in and of itself).

          But if you’ve imagined a board room filled with caring experts who are sharing your phone call with other caring employees who take notes and strive to improve, I’m afraid you—like me—are imagining things.

          Not only do we have to endure such messages at the beginning of many phone calls, but are then expected to stay on the line “to take a brief survey” afterwards.

          Incredibly, my insurance company has you evaluate your helper, right to the helper. The employee literally says, “On a scale of 1 to 10, how would you rate my service today?”

          Seriously!  No private evaluation, just telling them to their face. Okay, their ear.  And you don’t want to say “three” because that’s like insulting them. But what if it was dreadful and really is a three?  I’m guessing they’ll never know because most people will just say “10” to avoid an argument.

          It’s also puzzling why they all say, “Listen carefully, as our menu has changed,” when it hasn’t changed one whit.

          And so many calls are farmed out to other countries and people working at home that I’ve heard roosters crowing, kids bickering, and TVs blaring in the background. I’d give most of them a five.

But I give my books a big fat 10, and hope you will, too. Find ‘em all right here.

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