Quote:
Originally Posted by masraum
There's almost always a way to game the system.
And frankly, when customers are involved, sometimes the system needs to be gamed.
I once worked at a place where you potentially got a customer satisfaction survey after helping customers (think "tech support" type work). The surveys had something like 5-10 questions that could be answered 1 (bad) - 5 (good) and we were expecting to keep our avg above 4.6.
I had a guy call once with a well known issue. I knew the issue within 60 secs of talking to him and gave him the fix which was simple. He gave me all 3 across the board (which was BS since one of the questions was about whether I was courteous). All 3 across the board is a big ding on an avg of 4.6 and takes a bunch of all 5s to get back up. His reasoning was that the problem was "obviously too simple" to warrant anything other than "avg."
You can also get a guy that you bend over backwards for, but they are twits or don't like the ultimate answer, and those guys may give you all 1s across the board (again, if I didn't call you an arsehole, then you shouldn't give me a 1 for being courteous).
All 1s are horrible to try to avg back up to over 4.6.
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Like working sales at Pelican. Under Wayne they took 20% of your owed commissions for any return. When you're making 10% to start with it's hard to get back to even especially if the return item was a big ticket sale. I lasted 2 months.
It might be different now, that was years ago. But I agree that points or any demerits are simply ridiculous when there isn't ample explanation. I don't work well with bosses anyway. Everyone I've had was unreasonable at one point or another.
I never forget nor forgive. Benn burned every time I gave a 2nd chance.