Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume I, Issue 15

Date: November 1, 2000 - Mixed Message Mania, Part IV

Welcome back to mixed messages. We are up to Part IV this month. One more next month and we will have covered what we have plus what you have sent to us.


Policy and procedure are very clear at the XYZ Company. There are definite lines never to be crossed! For instance, there are cut off dates for shipments of orders. There are memos that circulate to both the Customer Service Department and the customers that say unless the order is in by 5 PM on Wednesday, it won't be shipped on Friday. There are no exceptions to this rule! Weekly staff meetings painstakingly reinforce this procedure.

You explain this slowly and clearly to your customer, who also has been told and sent memos regarding this policy. Then he tells you that you told him this last month, but your boss or your boss' boss took their order on Thursday and it went out on Friday.

You look and feel like a jerk. You have egg on your face. You feel betrayed and angry, robbed of what little sense of usefulness you were allowed.

How do you recover? What can you do? Once again, you tell the truth and reframe it with something like:

"I just found this out myself. You are very special to our company, Mike. An exception has been made in your case. This is most unusual. So yes, your order will ship on Friday. I'm sorry that I didn't have the authority to approve this ex- caption in the first place".

Next month, we'll address:

Team vs. Chosen (Special) Ones

Quote of the month:

The most exciting breakthrough of the 21st century will occur not because of technology, but because of an expanding concept of what it means to be human. John Naisbitt, Megatrends

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