Quote:
Originally Posted by speakingtohe
I'm confused. Should they follow the orders or not? Is it the responsibility of some person who is not capable of getting a job other than call center (not casting aspersions, because in some areas no other options) to think outside the box? Sure it might help them if they did, perhaps they would get a better job in the call center. Call center work even in 3rd world countries is not really a career choice though, or something that most aspire for excellence in.
Helen
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Apparently the "following orders" reference had the exact opposite of the effect I intended (which was to make my meaning clear). So here's that entire post again, with hopefully clearer one-liners standing in for my original paragraphs:
I think Bezos probably questions the appropriate manager about these issues.
Sometimes a non-managerial employee can indeed be at fault, and even being told to do something that's against policy and harmful to a customer doesn't necessarily excuse them.
It did not read like the implication was that Bezos berates low level employees for doing what they were told to do, rather it reads like he questions bad policy or violations of policy that harm the customer.