REG: I'm carly... no not that one

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Oh, the concept of "FedEx Days" sounds a little like Google's system of having people work on special projects they design themselves during designated hours.

I hope that either the horror stories aren't true, or at least that those slave labor practices stopped. Also you're apparently allowed to communicate with the outside world too so that's good.

What do you do for fun? Fun is allowed, right?

1) I'm sure some companies or outsourced centers still use such junk practices, but we've found that through our own research that if our employees are given such personal freedom like our time off policy, FedEx Days, and open communication with the CEO that leads to a happier workforce which then leads to happier customers. Employees are even allowed to be on sites like this or fan site between calls or chats. The only internet policy is that it needs to be "work appropriate" meaning if you wouldn't access it with your kids or mother watching, don't access it on company time. It is through this policy that I am sitting at a panera bread on their wifi, logged in to the company network and still chatting with the forum as if no one were any the wiser.

Yes, definitely. I actually thought you were claiming to be part of this C-Org. It seems I misunderstood. So now you know why I asked you those questions and made odd comments.

LOL Sea-Org v. C-ORG that seriously got me laughing to the point of almost falling off my chair at panera. I am interested in Scientology and want to learn more about it just out of interest alone and I've heard the same horror stories from the media but I do take those with the grain of salt and listen to some of my friends on the inside who know people on the inside that high up in the church and it's all been told to me to be false. further I take some of the basic principles of scientology and apply it to my own custom religious philosophy which can be summed up in three words "Church of Winx" yes me and a couple of colleagues created a church based on a fictional cartoon initially as a joke then as a full-time thing that we're taking a little more seriously now. my church as a similar high-ranking order by the same name and spelling "C-ORG" but there are none of the things that the media portrays as scientology about it in any way.

the only time "billion years contracts" are initiated is as part of the church's marrage rights. the only time someone is "declared a 'supporessive person'" by the church is if they've done something really horrible like murder, rape, child abuse, etc. The only time a "Disconnection order" comes down from church management is if the suppressive person is effecting multiple church members in a negative way. It is always the individual's choice to disconnect or not from a suppressive person in his/her life and is not forced especially when it's a family member. Disconnection can be suggested by a church officer but it is an individual's personal choice to disconnect or to remain connected to such a person. no religious sanctions are placed on a person for remaining connected to a suppressive so long as they don't become a PTS or SP themselves.

just some thoughts about how my religion does things since you brought up one of my favorite topics, scientology.

it seems Google accepted my incorrect spelling of Sea-Org and pulled up that article. I'm blind and using an iPhone, and I didn't think to check spelling until today. You also had the word "auditor" in your signature so I really thought that's what you were saying. That's interesting that you kind of created your own church instead.

I'm inclined to believe there's some truth to the horror stories since the Church of Scientology has many enemies and several journalists who've investigated. Obviously anything that goes on in an inner circle is going to be hearsay, but the LDS church has inner circles and not nearly as many modern horror stories. Unfortunately we can't really know the truth for sure unless the Church of Scientology becomes a bit more transparent.

OK, let me explain what a "Customer Experience Auditor" actually does. Customer Experience Auditors actually are not part of the church (the church and the call center side are two completely different organizational units (OUs)) aside from the founders being colleagues who work for the same call center and enjoy the same cartoons and the church shares some common organizational structure with the call center they're two completely different things.

In the call center context an "auditor" is one who pulls calls, chat logs, or other customer interactions for review and follow-up. We've gone one step further and taken our practice of internal "auditing" to our vendors. When I arrive at a vendor site (like the panera bread I'm at now) I'm trained to look for certain things, make observations, send alerts to store management if something's not right, and bundle the whole experience into about a 2-6 page report called an "OnBrand 360® Customer Experience Report" This report is then shared with all colleagues and the vendor themselves to recognize good service or to point out issues that need addressing. Today for example there was no audit except the soup (full 10 out of 10 for quality) a "full audit" is performed at random at least once every 30 days or at most once every 90 days, during the full audit I look for
Cleanliness (of interior and exterior) (code MS-CLN)
Accessibility for Customers with Special Needs (MS-S-A4),
Problem Resolution (MS-REZ),
Restrooms (MS-RRX / MS-G1*),
Overall Product Quality (MS-PQI)
Speed of Service (MS-SoS)
Customer / Employee Safety (MS-SFY) -- Our CEO is going to hand it to me for forgetting that one
and a new metric I'm trained to look for is "Autism Friendliness / Autism Awareness (MS-ASM)"

NOTE: the G1 portion of the restroom metric is only applicable to vendors in California who have single-user restrooms which are required to be "gender neutral"

All of the above metrics get weighted into an overall score called "Overall Customer Satisfaction (MS-OCS)"

If you'd like I can get hold of one of my most recent panera bread audits and attach it so you can get an idea of what is contained and the detail of the reports I write.

in the context of the church we have auditors but two different types of them. one of them is the auditors that perform everyday operations with the public (like a priest) and the internal affairs auditors that make sure church staff are doing as they should.

A completely unrelated term is "Office of Special Affairs (or OSA for short)" these people exist in both organizations and are serving the exact same function as their scientology counterparts and that is basically like an internal affairs department.

hope this gave you even more to crunch on

I was not aware that customer experience personnel used the word "audit." That was helpful in distinguishing an audit from quality assurance.

well that's our specific use of the word "auditor".

hope this clears that up

note I'm kind of having a sensory issue at the moment so the words might not come as i'd hope for and i'm baely lucky I can type