Monday, May 28, 2012

Many Happy Returns

"So, what's the drama all about?" was my opening salvo the moment Rudeboy picked-up the phone.

"I'll just tell you about it when we meet up later," he replied.

"The usual place, I suppose? Ten-ish?"

"Yes, I'll text you later what time exactly."

"Alrighty, I'll see you later!"

Wednesday, May 23, 2012


 Return this man to Huma's breast
Beyond the wild, impartial skies;
Grant him a warrior's rest
And set the last spark of his eyes
Free from the smothering clouds of wars,
Upon the torches of the stars. 

Let the last surge of his breath
Take refuge in the cradling air
Above the dreams of ravens, where
Only the hawk remembers death.
Then let his shade to Huma rise,
Beyond the wild, impartial skies.

To you. And your once-wounded friend, too.

Friday, May 11, 2012

Why I Love My Account, Otherwise Known As “Is It All About the Money?"

1. First call resolution isn't part of our metrics. If it takes forever and a half to do the required task at hand (i.e. downloading, backing-up, etc.), it's even highly encouraged to have the customer call back.

2. We are not required to de-escalate an irate caller. In fact, the moment we hear the magic words, "I want to talk to a supervisor," or "I'm not happy," or when we (the customer and I) can't even agree about the issue within 5 minutes of the call's onset, then it's an automatic escalation to Tier 2.