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Originally Posted by Katsunami
Because the quote seems to make a clear distinction between "managers" and "employees".
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The 'employee' who gets the letter may be a manager, or may not be. There's nothing to indicate that an INAPPROPRIATE PERSON is being asked to respond.
The escalations, as stated, are ALL to managers, as it would be pointless to 'escalate' to a co-worker peer.
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Because I worked as a customer service rep in the past, and know how this stuff works.
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So you're projecting.
Some CSRs meet the high targets and give excellent service.
SOME of those that don't are not being subjected to unfair goals, some are just making excuses for under-performing.
Your challenge to your manager (well, in general at least...maybe not in your specific case) was pointless, because the job and skills of a manager is not necessarily the same job and skills of those they manage.
Should a quarterback only have to throw the ball as well as the coach?
And, the effects of unfair or conflicting policies are not restricted to laborers. Managers and executives often suffer for things that are out of their control. Even CEOs get ousted because of the misinformed and unreasonable rantings of the media.
There is nothing in the quote to suggest any unfairness or abuse. It's a Rorschach test if anything. I see a bunny.
I'm looking forward to reading the book.