Category call center

Hostage Crisis – Day 25

It seems every day in the news, there is another radical group looking for recognition, money, or power. Unfortunately for us, one very common method to gain what ever it is that the cartels, jihadists, revolutionaries, or terrorists want is the time-tested kidnap and hostage ploy.   Snatch something, or someone, of value and hold […]

Hostage Negotiation & Customer Service

I was an FBI trained hostage negotiator working in the state prison system. Every day inside the “big house” and perhaps even more so, later in my career, in the halls of the state captiol, I put these skills to the test. I convinced hard core felons to give up their weapons and surrender, let […]

I’m Watching You

They are everywhere Watching, waiting, anticipating. Spending most of my adult life dealing with the darker edges of society–prison, probation and jails–I’ve seen how low humanity can sink. If there is a weakness, or vulnerability present, I can count on a predator to hide in the shadows, ready to pounce. These soulless opportunists strike when […]

Rise of the Machines – The Call Center

Our world revolves around the┬ácustomer. The customer is our greatest asset. The customer is always right. We go the extra mile for our customer. We provide legendary customer service. Seeing a theme here yet? Based on this week’s experience, these customer service promises were nothing but cave paintings scribbled on a rock wall by a […]

Have you tried plugging it back in?

I swear I was completely sober when this all began. Maybe “completely” isn’t accurate, but the point is, customer service drove me to drink. I should rewind a few days and start from the beginning, then you can get all judgey on my level of sobriety. It’s all about customer service and the times we […]

Words As Weapons

We have lost our mother fricken minds! When did being civil to one another become a bother? I mean, really, is it too much to expect a real exchange with a honest to God human entity? We live in a world of automated artificial bliss, where faceless programs exist “supposedly” to enhance our customer experience. […]