Apr 2014
His navy blue sports coat with brass buttons appeared to have been folded, again and again, as if to create ornate origami then unfolded to wear every Tuesday and Friday at his job at the Xerox call center in Colorado Springs. He kept his small, stubby fingers in his pockets, uncapping and recapping pens or fiddling with keys. As he passed by co-workers, adjusting his body to make adequate room in the narrow path between spines of cubicles, he would nod and say an almost audible hello. This was difficult for him, but he was trying something he'd read in a self-help book called Going Up.
And go up he had, ever so marginally. But up still. Despite his translucent blonde mustache, which was quite thick but only visible at a certain angle, under a discriminating light, despite his wrinkled clothes, despite the tight, Brillo pad, curly mess of hair atop his head, he'd stepped up from customer service representative to quality specialist, much to the yawning disbelief of his former spinemates.
Craig didn't have a girlfriend, but he had an ex, and, though he tried to never bring her up when talking with a woman in the break room, usually Kaley or Jewelz (spelled that way on her name badge), he did, nearly every time. He didn't know if this was an attempt to relate a yes, I've seen a woman naked in real life--so or evidence that he had, at least at one point, value.
He and twelve other quality specialists shared an office on the east side of the center. In each call he screened he made sure the customer service representative demonstrated the Three Cs: Courtesy, Commit, and Close. He no longer had to hand deliver critiques to reps because H.R. deemed it a liability risk with all the death threats he received. Instead, he sent out emails with no mention of his name. They read something like this:
Dear Customer Service Representative 216442,
Upon review of call number 100043212, which took place on 03/12/12, the Quality department noticed that while you did a super job of being courteous (great use of customer's name!) and closing (we love that you didn't just say, "Thank you for being a Xerox customer, etc., etc.," but instead said, "At Xerox it's our absolute pleasure to serve you." How true! We love that in quality), we noticed you over committed in your commitment statement. During the call, you tell the customer, "I'll have that problem fixed for you in no time." While that is ideal, there are situations in which you will not be able to solve the customer's problem. So instead of saying with certainty that you will have a solution, say, "Let me review your account and see what OPTIONS we have for you today." This tells the customer that you are concerned, yet you do not promise that which you cannot deliver.
Quality Control Team
CS Springs
Craig quit smoking two or three times a week, a hundred or 150 times a year. At 26, he woke up to wake up; he worked to work, to say yes, I have a job, to say yes, it's unbelievable how much of my money Uncle Sam gets, to say, I'm saving for a car or a new place or a full-size bed; he went to the bar after work on Thursdays and Saturdays to go to the bar on Thursdays and Saturdays; he'd say hello to say hello. Today was tomorrow is yesterday.
At the foot of Ute Valley park he lived in a home not all that different from where your mother sleeps, a white split-level with charcoal shutters and a two-car garage--though Craig slept where your mother would not: in the unfinished basement, for the home was not his but his brother's. His brother had a nice wife and a nice three-year-old boy, and they ate pizza on Wednesdays, went to the park, weather permitting, every day after supper for a nice time.
Craig observed this more than participated. He'd listen to blocks fall, his brother stepping on action figures, his brother's wife cooking--all from underneath them. As the floorboards creaked he committed each cohabitant's gait to memory. He vultured deli meat and low-fat slices of cheese out of the fridge when no one was in the kitchen.
At night he'd drink a bottle of his ex-girlfriend's favorite wine, just to watch it go empty. He'd fall asleep on top of the covers and dream, not without some anguish, **** dreams of her.
And go up he had, ever so marginally. But up still. Despite his translucent blonde mustache, which was quite thick but only visible at a certain angle, under a discriminating light, despite his wrinkled clothes, despite the tight, Brillo pad, curly mess of hair atop his head, he'd stepped up from customer service representative to quality specialist, much to the yawning disbelief of his former spinemates.
Craig didn't have a girlfriend, but he had an ex, and, though he tried to never bring her up when talking with a woman in the break room, usually Kaley or Jewelz (spelled that way on her name badge), he did, nearly every time. He didn't know if this was an attempt to relate a yes, I've seen a woman naked in real life--so or evidence that he had, at least at one point, value.
He and twelve other quality specialists shared an office on the east side of the center. In each call he screened he made sure the customer service representative demonstrated the Three Cs: Courtesy, Commit, and Close. He no longer had to hand deliver critiques to reps because H.R. deemed it a liability risk with all the death threats he received. Instead, he sent out emails with no mention of his name. They read something like this:
Dear Customer Service Representative 216442,
Upon review of call number 100043212, which took place on 03/12/12, the Quality department noticed that while you did a super job of being courteous (great use of customer's name!) and closing (we love that you didn't just say, "Thank you for being a Xerox customer, etc., etc.," but instead said, "At Xerox it's our absolute pleasure to serve you." How true! We love that in quality), we noticed you over committed in your commitment statement. During the call, you tell the customer, "I'll have that problem fixed for you in no time." While that is ideal, there are situations in which you will not be able to solve the customer's problem. So instead of saying with certainty that you will have a solution, say, "Let me review your account and see what OPTIONS we have for you today." This tells the customer that you are concerned, yet you do not promise that which you cannot deliver.
Quality Control Team
CS Springs
Craig quit smoking two or three times a week, a hundred or 150 times a year. At 26, he woke up to wake up; he worked to work, to say yes, I have a job, to say yes, it's unbelievable how much of my money Uncle Sam gets, to say, I'm saving for a car or a new place or a full-size bed; he went to the bar after work on Thursdays and Saturdays to go to the bar on Thursdays and Saturdays; he'd say hello to say hello. Today was tomorrow is yesterday.
At the foot of Ute Valley park he lived in a home not all that different from where your mother sleeps, a white split-level with charcoal shutters and a two-car garage--though Craig slept where your mother would not: in the unfinished basement, for the home was not his but his brother's. His brother had a nice wife and a nice three-year-old boy, and they ate pizza on Wednesdays, went to the park, weather permitting, every day after supper for a nice time.
Craig observed this more than participated. He'd listen to blocks fall, his brother stepping on action figures, his brother's wife cooking--all from underneath them. As the floorboards creaked he committed each cohabitant's gait to memory. He vultured deli meat and low-fat slices of cheese out of the fridge when no one was in the kitchen.
At night he'd drink a bottle of his ex-girlfriend's favorite wine, just to watch it go empty. He'd fall asleep on top of the covers and dream, not without some anguish, **** dreams of her.
