Register Guidelines E-Books Today's Posts Search

Go Back   MobileRead Forums > E-Book General > General Discussions

Notices

Reply
 
Thread Tools Search this Thread
Old 10-13-2013, 03:18 AM   #31
Stephjk
Cruiser
Stephjk ought to be getting tired of karma fortunes by now.Stephjk ought to be getting tired of karma fortunes by now.Stephjk ought to be getting tired of karma fortunes by now.Stephjk ought to be getting tired of karma fortunes by now.Stephjk ought to be getting tired of karma fortunes by now.Stephjk ought to be getting tired of karma fortunes by now.Stephjk ought to be getting tired of karma fortunes by now.Stephjk ought to be getting tired of karma fortunes by now.Stephjk ought to be getting tired of karma fortunes by now.Stephjk ought to be getting tired of karma fortunes by now.Stephjk ought to be getting tired of karma fortunes by now.
 
Stephjk's Avatar
 
Posts: 525
Karma: 1157886
Join Date: Mar 2013
Location: on a small yacht!
Device: kobo glo, samsung galaxy tab note
Thanks for the post, have wanted that e-mail address for ages!
Stephjk is offline   Reply With Quote
Old 10-13-2013, 07:43 AM   #32
Sregener
Addict
Sregener ought to be getting tired of karma fortunes by now.Sregener ought to be getting tired of karma fortunes by now.Sregener ought to be getting tired of karma fortunes by now.Sregener ought to be getting tired of karma fortunes by now.Sregener ought to be getting tired of karma fortunes by now.Sregener ought to be getting tired of karma fortunes by now.Sregener ought to be getting tired of karma fortunes by now.Sregener ought to be getting tired of karma fortunes by now.Sregener ought to be getting tired of karma fortunes by now.Sregener ought to be getting tired of karma fortunes by now.Sregener ought to be getting tired of karma fortunes by now.
 
Sregener's Avatar
 
Posts: 239
Karma: 1664052
Join Date: Mar 2011
Device: Kindle 4NT
Quote:
Originally Posted by Katsunami View Post
The only thing that counts in most CS departments are policies and numbers.
That may be true, but there's a reason why there are troubleshooting steps: they can save time.

I once drove an hour, parked in a expensive zone (we're talking downtown Washington D.C., within blocks of the Monument) and went into a building to solve a difficult network printer problem, only to discover that it was out of paper. The employees who faithfully reported each and every time that "nothing came out of the printer" never saw fit to notify us that there was a message on the printer screen, and we assumed they were smart enough to add paper on their own. That mistake cost the company hundreds of dollars. Similarly, we would sometimes discover that a computer wasn't plugged in - which helped to explain why they couldn't see anything on their screen.

Phones obfuscate. We can't see, we assume, and without a protocol we may make mistakes that cost the company a lot of money. But policies can be inane as well, because they assume that the person handling the call lacks intelligence. You might be an exceptional employee, which suggests that your future does not lie in answering telephone support issues.
Sregener is offline   Reply With Quote
Old 10-13-2013, 02:53 PM   #33
BadBilly
Nodding at stupid things
BadBilly ought to be getting tired of karma fortunes by now.BadBilly ought to be getting tired of karma fortunes by now.BadBilly ought to be getting tired of karma fortunes by now.BadBilly ought to be getting tired of karma fortunes by now.BadBilly ought to be getting tired of karma fortunes by now.BadBilly ought to be getting tired of karma fortunes by now.BadBilly ought to be getting tired of karma fortunes by now.BadBilly ought to be getting tired of karma fortunes by now.BadBilly ought to be getting tired of karma fortunes by now.BadBilly ought to be getting tired of karma fortunes by now.BadBilly ought to be getting tired of karma fortunes by now.
 
Posts: 209
Karma: 4097046
Join Date: Aug 2012
Location: Toronto, Canada
Device: Sony T1, OnePlus 6, Samsung Galaxy Tab S5e, iPad Mini 2, PC
Quote:
Originally Posted by ApK View Post
Focusing on the example: If the policy allows for the change of address, and rep doesn't accommodate the customer, then the rep SHOULD be asked about it. If the rep says they were told not to do it, then the 'escalation' should determine if that was true or if some retraining is needed.

If the policy DOESN'T allow for it, then do you really think, in the context of this quote, Bezos is bragging about sending emails to people who FOLLOWED policy? I see it far more likely (with equally little evidence except for context) that If such an in-policy complaint got the '?' treatment it would be directed to the manager who created the policy.

Oh, no, don't go changing the central point. You said that CSRs doing what they are told to do are failing because they are following instructions. You even used the the phrase "Just following orders," insinuating that they're not just incompetent but actually evil, akin to those who would herd people into cattle cars. Now you want to make it about whether or not they actually did follow instructions.

In my experience, there are always plenty of management drones willing to tell us we're doing something wrong when we're doing what we've been instructed to do. Furthermore, given that I work in a highly-regulated industry, doing anything that has not been approved by the lawyers risks violating a whole bunch of laws. Nothing I deal with involves anybody who is in danger, no lives at risk. Mostly people want me to go against procedure so they can have what they want faster. This is usually due to waiting till the last minute to contact me. Their failure to plan does not constitute my emergency.
BadBilly is offline   Reply With Quote
Old 10-13-2013, 07:36 PM   #34
ApK
Award-Winning Participant
ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.
 
Posts: 7,389
Karma: 68329346
Join Date: Feb 2010
Location: NJ, USA
Device: Kindle
Quote:
Originally Posted by BadBilly View Post
You even used the the phrase "Just following orders," insinuating that they're not just incompetent but actually evil
In this case it referred to being told to do someting wrong and not having the sense or character to challenge or question it. As the sentence following it told, I was speaking of them doing stuff against policy. Think more shady telemarker and less Nazi. And by the way, I was thinking more of the phrase having come up far more recently than WWII, used by our guys. Not evil, but should have known better.


Quote:
This is usually due to waiting till the last minute to contact me. Their failure to plan does not constitute my emergency.
Yeah, a snarky little sign I often see hung up in the cubes of self important admins and apathetic help desk reps.
ApK is offline   Reply With Quote
Old 10-13-2013, 07:51 PM   #35
speakingtohe
Wizard
speakingtohe ought to be getting tired of karma fortunes by now.speakingtohe ought to be getting tired of karma fortunes by now.speakingtohe ought to be getting tired of karma fortunes by now.speakingtohe ought to be getting tired of karma fortunes by now.speakingtohe ought to be getting tired of karma fortunes by now.speakingtohe ought to be getting tired of karma fortunes by now.speakingtohe ought to be getting tired of karma fortunes by now.speakingtohe ought to be getting tired of karma fortunes by now.speakingtohe ought to be getting tired of karma fortunes by now.speakingtohe ought to be getting tired of karma fortunes by now.speakingtohe ought to be getting tired of karma fortunes by now.
 
Posts: 4,812
Karma: 26912940
Join Date: Apr 2010
Device: sony PRS-T1 and T3, Kobo Mini and Aura HD, Tablet
Quote:
Originally Posted by ApK View Post
In this case it referred to being told to do someting wrong and not having the sense or character to challenge or question it. As the sentence following it told, I was speaking of them doing stuff against policy. Think more shady telemarker and less Nazi. And by the way, I was thinking more of the phrase having come up far more recently than WWII, used by our guys. Not evil, but should have known better.


Yeah, a snarky little sign I often see hung up in the cubes of self important admins and apathetic help desk reps.
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
speakingtohe is offline   Reply With Quote
Old 10-13-2013, 08:10 PM   #36
patrickt
Wizard
patrickt ought to be getting tired of karma fortunes by now.patrickt ought to be getting tired of karma fortunes by now.patrickt ought to be getting tired of karma fortunes by now.patrickt ought to be getting tired of karma fortunes by now.patrickt ought to be getting tired of karma fortunes by now.patrickt ought to be getting tired of karma fortunes by now.patrickt ought to be getting tired of karma fortunes by now.patrickt ought to be getting tired of karma fortunes by now.patrickt ought to be getting tired of karma fortunes by now.patrickt ought to be getting tired of karma fortunes by now.patrickt ought to be getting tired of karma fortunes by now.
 
Posts: 1,221
Karma: 8381518
Join Date: Oct 2009
Location: Oaxaca, Mexico
Device: Paperwhite 4 X 2
Quote:
Originally Posted by Katsunami View Post
So in the end, it's always the fault of the normal employee if something is amiss; never the fault of management or their targets. Nice to know, if you work at Amazon in a non-management position.
What a bizarre interpretation. Maybe you should read the book and get back on that unless your belief prohibit that.
patrickt is offline   Reply With Quote
Old 10-13-2013, 09:46 PM   #37
ApK
Award-Winning Participant
ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.ApK ought to be getting tired of karma fortunes by now.
 
Posts: 7,389
Karma: 68329346
Join Date: Feb 2010
Location: NJ, USA
Device: Kindle
Quote:
Originally Posted by speakingtohe View Post
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
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.

Last edited by ApK; 10-13-2013 at 09:50 PM.
ApK is offline   Reply With Quote
Old 11-04-2013, 08:32 PM   #38
fjtorres
Grand Sorcerer
fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.
 
Posts: 11,732
Karma: 128354696
Join Date: May 2009
Location: 26 kly from Sgr A*
Device: T100TA,PW2,PRS-T1,KT,FireHD 8.9,K2, PB360,BeBook One,Axim51v,TC1000
As is typical for unofficial/non-approved bios, several people with personal knowledge of events described in the book questioning accuracy. Most notably, Mrs Bezos:

http://news.cnet.com/8301-1023_3-576...ng-store-book/
Quote:

MacKenzie Bezos plucked out a detail that, according to her, is incorrect -- the timing of when Jeff Bezos read the novel "Remains of the Day" that inspired some of his business ideals. She pointed to two other reviews that were supposedly written by one current Amazon executive and a former one. The two reviews also said some details were wrong but still gave the book four and three stars.
"If this were an isolated example, it might not matter, but it's not," MacKenzie Bezos wrote in her review. "Everywhere I can fact check from personal knowledge, I find way too many inaccuracies, and unfortunately that casts doubt over every episode in the book. Like two other reviewers here, Jonathan Leblang and Rick Dalzell, I have firsthand knowledge of many of the events."
She also didn't like how her husband was portrayed as relentlessly goal-oriented and, at times, harsh in manner.
fjtorres is offline   Reply With Quote
Old 11-04-2013, 08:37 PM   #39
Katsunami
Grand Sorcerer
Katsunami ought to be getting tired of karma fortunes by now.Katsunami ought to be getting tired of karma fortunes by now.Katsunami ought to be getting tired of karma fortunes by now.Katsunami ought to be getting tired of karma fortunes by now.Katsunami ought to be getting tired of karma fortunes by now.Katsunami ought to be getting tired of karma fortunes by now.Katsunami ought to be getting tired of karma fortunes by now.Katsunami ought to be getting tired of karma fortunes by now.Katsunami ought to be getting tired of karma fortunes by now.Katsunami ought to be getting tired of karma fortunes by now.Katsunami ought to be getting tired of karma fortunes by now.
 
Katsunami's Avatar
 
Posts: 6,111
Karma: 34000001
Join Date: Mar 2008
Device: KPW1, KA1
Quote:
She also didn't like how her husband was portrayed as relentlessly goal-oriented and, at times, harsh in manner.
Heh. I don't think you can build a company such as Amazon if you are not relentlessly goal-oriented and (sometimes) harsh in manner.

"I think I'm going to build a world-wide company, and become the dominant book seller... I think. Maybe; if I feel like it today. Or something. Oh... Kobo took 50% of the e-reader market last year? Hm. Whatever. We'll see what next year brings."

I don't see it working out too well
Katsunami is offline   Reply With Quote
Old 11-05-2013, 12:17 AM   #40
fjtorres
Grand Sorcerer
fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.fjtorres ought to be getting tired of karma fortunes by now.
 
Posts: 11,732
Karma: 128354696
Join Date: May 2009
Location: 26 kly from Sgr A*
Device: T100TA,PW2,PRS-T1,KT,FireHD 8.9,K2, PB360,BeBook One,Axim51v,TC1000
Quote:
Originally Posted by Katsunami View Post
Heh. I don't think you can build a company such as Amazon if you are not relentlessly goal-oriented and (sometimes) harsh in manner.

"I think I'm going to build a world-wide company, and become the dominant book seller... I think. Maybe; if I feel like it today. Or something. Oh... Kobo took 50% of the e-reader market last year? Hm. Whatever. We'll see what next year brings."

I don't see it working out too well
Nope.
Being all understanding and empathetic with the middle-managers isn't going to result in fast fixes to the inevitable screwups, either.

On the other hand, if she truly has never seen that side of him it speaks highly of his domestic and parenting skills. Bodes well for the kids.
fjtorres is offline   Reply With Quote
Old 11-05-2013, 01:01 AM   #41
tubemonkey
monkey on the fringe
tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.
 
tubemonkey's Avatar
 
Posts: 45,762
Karma: 158733736
Join Date: May 2010
Location: Seattle Metro
Device: Moto E6, Echo Show
As long as it's a good read, accuracy's a minor detail
tubemonkey is offline   Reply With Quote
Old 11-05-2013, 04:04 AM   #42
Freeshadow
temp. out of service
Freeshadow ought to be getting tired of karma fortunes by now.Freeshadow ought to be getting tired of karma fortunes by now.Freeshadow ought to be getting tired of karma fortunes by now.Freeshadow ought to be getting tired of karma fortunes by now.Freeshadow ought to be getting tired of karma fortunes by now.Freeshadow ought to be getting tired of karma fortunes by now.Freeshadow ought to be getting tired of karma fortunes by now.Freeshadow ought to be getting tired of karma fortunes by now.Freeshadow ought to be getting tired of karma fortunes by now.Freeshadow ought to be getting tired of karma fortunes by now.Freeshadow ought to be getting tired of karma fortunes by now.
 
Posts: 2,815
Karma: 24285242
Join Date: May 2010
Location: Duisburg (DE)
Device: PB 623
Quote:
Originally Posted by tubemonkey View Post
As long as it's a good read, accuracy's a minor detail
In the spirit of this we are all waiting for a bio of yours.
"50 apes to spray - the monkey, it's tube and a bottle of lube" by Ian Sim
Freeshadow is offline   Reply With Quote
Old 11-05-2013, 04:16 AM   #43
tubemonkey
monkey on the fringe
tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.tubemonkey ought to be getting tired of karma fortunes by now.
 
tubemonkey's Avatar
 
Posts: 45,762
Karma: 158733736
Join Date: May 2010
Location: Seattle Metro
Device: Moto E6, Echo Show
Quote:
Originally Posted by Freeshadow View Post
In the spirit of this we are all waiting for a bio of yours.
"50 apes to spray - the monkey, it's tube and a bottle of lube" by Ian Sim
tubemonkey is offline   Reply With Quote
Reply


Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
Browsing in Amazon kindle store - a better way? cgk Amazon Kindle 20 12-30-2012 09:50 PM
For Those With Amazon App Store obsessed2 enTourage eDGe 0 03-21-2012 07:30 PM
Help with Amazon App Store FluxAugur enTourage eDGe 3 09-26-2011 02:51 PM
cant download amazon app store ekuest enTourage eDGe 9 07-18-2011 04:38 PM
Amazon UK store and outsiders Kumabjorn Amazon Kindle 0 09-03-2010 12:44 PM


All times are GMT -4. The time now is 08:56 PM.


MobileRead.com is a privately owned, operated and funded community.