From:John Smith
Head of Accounting
To:AC
CC:All Management
RE:Job Well Done

AC,

I am writing to thank you for an excellent job done on December 23rd, 2005. You completed transaction number 639A63 for a rather large amount of money, with one of our corporate customers, ACME Investing. After the transaction was complete, the customer complained that they were given bad investment advice, and not treated fairly by our agent. The customer asked for a reimbursement for their loss. Your very clear documentation and the mp3 of the call showed without a doubt that you warned them of the risk involved and even hinted that this investment may turn out to be a bad buy at that time. Time and time again we lose money when we are faced with customer problems that we can't reconcile easily, due to bad mp3's, or no clear documentation from our agents. If we had more investment counselors like you who took the time to do things correctly, our company would enjoy more profit and less loss.

Thank you again,

John Smith



Just when I had given up on the idea of quality, courtesy and doing the job right the first time, this comes along in my inbox. A couple of slaps on the back from my buddies, and the GM even went out of his way to say "Thank you". The nature of my call center had not changed. There is still a system that rewards half-ass work. Nevertheless, to say it was not a good day would have been a lie.

Thanks for reading,

AC