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by alvarezbjm-hn 1046 days ago
"Courtesy with customers is forced on them? My god!"

I worked in a call center for two years, for three different companies. Yes, (fake) courtesy is forced. The customers of one site were so difficult that courtesy was scripted (there were scripted interactions for frustrated and for rude customers)
1 comments
BaseballPhysics 1046 days ago
Well you have clearly missed the point of my comment.

Yes, it's "forced" on them, in the same way that many many other behavioural expectations are "forced" on a worker. They're "forced" not to abuse their co-workers. They're "forced" to treat their workplace with respect. They're "forced" to dress in a certain way.

That's called "having a job", and it's all stuff I've had to do, too, in every job I've ever had.

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petsfed 1046 days ago
Is it "having a job" to be required to say "I'm sorry you feel that way, but I'm dedicated to meeting your needs. Let's see what we can do to help you!" in cheery tones after the customer says "you stupid [racial slur], your mother should've aborted you, why can't you get it through your [explicitive] [racial slur] head that I want [thing that was never mentioned, and is, in fact, illegal]"

THAT is the forced courtesy we're talking about.

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alvarezbjm-hn 1046 days ago
No, no. It seems I was not clear enough.

By forced courtesy I mean there was a metric for that. Those with the worst metrics were let go and we were reminded of that weekly.

On the other hand, I suppose people except sociopaths treat others well, anywhere, most of the time, not out of an obligation.

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