http://bigsendworld.com

If you have been reading my 6 month old posts or so, you'll know that I
work at my college's calling center. Well that job has been going all
right, I have remained on the top 10, but usually between 10 and 6 on
that list. Today was actually the first day, and I imagine the only day,
I got into some trouble with a supervisor because of out-of-place humor.

To paint a little picture here, the environment of the job generally
very loose and people make fun of each other, laugh, test on another and
even flirt with each other. It is a typical college-like environment,
but since we are all telemarketers, you can bet we are all on the heavy
side of socializing. My bosses and supervisors are my age, some younger,
some older depending on how long they worked for the company but if they
are above you in company rank, they might as well be older and we can't
cross the status line directly. Even making this mistake just once,
while every other moment is fine, is breaking social code.*

Last Tuesday I was "off" I was worried about not having enough time to
study for midterms, sleep, various dating situations, and overall my
inner-game was off balance---needless to say, I made a few mistakes at
work. First I brought a book to read on shift, which is not allowed. Now
I really feel this is an utterly shitty rule, and since I needed to
review some material, I decided to bring it. Another excuse that was in
my mind was that a few shifts ago, my neighbor brought his book and no
one said a word. He even mentioned that no one bothers him about it.
Unfortunately for me, every time I bring a book I get caught. So one of
the supervisors sat down with me and told me "We have told you before
[like 3 months ago] not to bring books on shift, now if you do it again
we will send you home" and I said "Okay." and got up and left. I think
my face has a "Fuck this!" look to it. The supervisor just said "Hey
don't be mad, its just the rules"

Before I dive into the next incident, a little background. I was on an
call during the beginning of break, so that means I get to take an
extended break afterwards. So during the extended time, I walk over to a
friend who is sitting on shift to say "whats up" and a different
supervisor, Amanda says to me "No talking to anyone on shift, go
back."-----Me: Whaaaa?? First of all, everyone talks on shift, second,
SHE was chatting with people on shift not an hour ago; in fact, I heard
her say to them "Ok now I need to get back to my job haha!" My god, she
was talking to people sitting right next time, laughing, and just
fucking around... I couldn't help it, I said to her "Hey I saw you doing
it back there!" And bingo. Nope, can't do that. Social status in the
work area. She did not take what I said lightly or even heed my
argument. She said "I am a supervisor. If you have a problem with it,
talk to me after break." (Looking back, I was playing the victim. Its
not like huge misery had befallen me, it was just talking on shift... ah
my foolish pride and ego)

Well, whoops. Wise men have said you gotta beat them at their own game,
now I think I know what this means. It is my goal to learn from all my
mistakes in life. Although these last two boo-boo's weren't the main
reason I got a "talk"--- it was the next.

I called a prospect who claimed they already said "no" a week ago to
someone who called them. So I raise my "help" card for a supervisor to
clear this up, that way I don't get another "No-Pledge" on my stats.
Well, apparently the asshole who called him before only talked for about
1 minute before hang up, and apparently there is a rule where a minute
and a half must pass or else it is my "No-Pledge" Well... well... I
didn't believe this bull shit. The supervisor who responded to my
"Help" card was Amanda. And I know this is almost retarded on my part,
but for some reason I didn't believe her as she explained the
Minute-Half rule. I think in her face she looked pissed off and I do not
know why at the time. So, I just either didn't believe her or didn't
want to believe her. The crazy thing is this, after she explained to me
this, she turned around and left... then she snaps back around and says
"What did you say??" But I didn't say a word. I didn't say one word.
Holy cripes. What the fuck? I knew this girl was always a bit off, but
holy crap.

Well, I ended up calling over another supervisor and got him to clear
this no-pledge, and he cleared it and did not give a fuck. But, bad
idea. The other supervisor found out that I went to him behind Amanda's
back and for that reason (plus apparently all the other shit from
before) they sent me home. I got my shift credit, I got my bonus (as I
did make $325 which is fucking good on this particular list I am
calling), but I lost 2 hours of work pay, which is approximately $20. Great.

Moral of story, we must always mind the delicate social status of the
work environment and when we feel fucked over, it is important to play
their game and be patient. Resolutions don't come instantly, but things
even out. Worst comes to worst, call your Ombudsman :)

To finish off the story, I ended up sucking in my ego and sending a
letter of apology to my manager and a personalized apology (via
facebook) message to Amanda**. Without copy and pasting the entire thing
here, the official apology just stated that "I am sorry and it won't
happen again." and the personal apology was just like "Hey, I am sorry
if I came off bad, I really do respect you and in no way did I intend to
offend at all" Amanda accepted my apology and told me she didn't mean it
to seem like I was being picked on, etc etc.

Its all good now and I take this as a very important lesson. Its
something that I already knew as common sense, but now I know I won't
slip again. Its good I am learning this now in a non-career correlated
job then when I really start my career after college. I go back to work
Thursday and I will just frame control that everything is fine, just had
a bad day and thats all. No need to mention any further.

Also, this whole thing brings up another point I want to mention. Frame
control when being rude or being cool. rude = dick head. cool = really cool

*Just like all social rules, there are exceptions and I know this
"continuity" is about breaking ahead of these rules... but when it comes
down to it, I want to get paid!

**Just to say, I chose facebook instead of talking personally because I
did not know the next time I'd see her face-to-face and I wanted to make
sure she heard this the night of so resentment doesn't build longer than
one day. It also shows I do care about this situation if I send this the
day of. Also, I like facebook messaging, it kind of feels like a
between email and personal talk somehow.

UPDATE: Well its Saturday and I now that I am done proofreading this
letter, kind of, I came back Thursday and one of my supervisors said
they are very impressed that I turned in a letter of apology and my main
boss complimented me on this professional act. Feels good to be
accepted, although I still feel I was picked on by Amanda. In the end,
it doesn't matter its just my foolish pride.

Labels: Work Related

Posted by BigSend on Saturday, February 03, 2007 at 2/03/2007 08:12:00 PM | Permalink