Xenon wrote:
Heh. Empathy has never been one of my strong points. And that was always something I was worried about when I worked in the call-centre industry: displaying empathy to a customer (when appropriate) was regarded by the people higher up as An Important Thing. But over time I learned to recognize when it was needed and respond appropriately (faking it so that I *sounded* empathetic)...
The joke around the call centre about that was that we should avoid inappropriate expressions of empathy. For example:
Customer: "I would like to pay my bill."
Call Centre Agent: "I am so sorry to hear that."
f*****g RETAIL/CUSTOMER SERVICES INDUSTRY!
...I work in Marks & Spencers, where they worship that b***h Mary Gober (with her quotes typed-up on notices on every second door within staff quarters).
"Training and Development
Customer Service Training
M&S staff are trained in customer service techniques using a customised programme based around the Mary Gober MethodTM. This is known internally as 'Your M&S - Our Service Style - The Mary Gober MethodTM'.
'Our Service Style' is defined as follows "We are friendly, helpful, courteous people, who are knowledgable and enthusiastic about taking care of our customers".
This definition is derived from principles originally identified by the business in the 1950's as being key to good customer service.
Our Service Style training was originally delivered in large seminars hosted by Mary Gober, which all staff attended. Its delivery to staff continues through in store coaching and training programmes.
Staff members who have been trained in Our Service Style can be identified by a brooch/pin of a starfish on their uniform".
WIKIPEDIA.ORG
The "seminars" actually imply they RELIGIOUSLY worship this woman. Can you believe they bus people to Glasgow (quite a journey) in their droves to this crap?
Rant over...motherf***ers.
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In general, I often wonder if people I consider my friends actually like me - I like to think it's more self-esteem rather than actual truth. I love that Black Sabbath song, Paranoid.