I just spent the past two days speaking on ‘QA Best Practices’ at a conference sponsored by Avtex. I shared the podium with VOIP and Media Integration Specialist Peggy Gritt and Humor Specialist Gavin Jerome. Gavin reminded us all of the importance of laughter in the workplace – which is especially true when you’re spending the entire day scoring phone calls.
Which is why I appreciated a call I heard the other day…
Most major companies have started using "security questions" for account verification. They’re usually your mother’s maiden name, your pet’s name, or the city in which you were born. Pretty basic stuff. So it caught my attention when the CSR in the call I was scoring says, "I’m supposed to ask you: Who is your leader?"
"Who is my leader?" the caller repeated.
"Yes," the CSR said, "I’m supposed to ask you ‘Who is your leader?’"
Then the caller said with enthusiasm, "MAXIMUS!"
Now that’s a customer with a good sense of humor.
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