“Lone Rangers” in the Call Center

It was great to hear from Mug-Clubber, AC yesterday. He made a great observation to a recent post:

You’re right that the use of "they" as a tool for shifting the blame
means a lot. It’s the sign of a call center worker, (any worker for
that matter), that does not feel a part of something bigger. In a room
full of people doing the same job, they are the lone ranger.

Lone Ranger…that’s a dangerous situation to be in as a call center
worker. You remember the Lone Ranger was not always welcomed everywhere
he went.

Not only was the Lone Ranger not welcomed, he was alone (okay, he had Tonto – but he always sent Tonto to town where the faithful indian would subsequently get beat up by the bad guys). Call Center CSRs are much better off being with a "Band of Brothers". When the bullets start flying, you know someone has your back.

Flickr photo courtesy of En Syn

  2 comments for ““Lone Rangers” in the Call Center

  1. September 8, 2006 at 6:18 pm

    Thanks for the mention, Tom.
    Glad to be of use.

  2. September 9, 2006 at 9:34 am

    Tom, you always tell the story that makes the Lone Rangers and the Tontos think in a new way. Thanks! Hey, what about a band of humans who prevent bullets flying before they fly? What about the men and women who come in a use amazing interpersoanl skills to dissipate the gun … and disperse the wit in ways that folks find a new win in the band of differences that emerge. Just a thought as I read you deep insights here.

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