Undercover Boss and thoughts on last night's show.

[MaineDolFan]

I watched last night's Undercover Boss and have some thoughts:

1 - It's clear that the producers of the show pre-scout employees for the "boss" to shadow.  The formula of the show is very predictable.  Three sob stories and one person that needs "re-training."  Without the pre-scouting the boss of "x" company would be working along side people that spend their days bitching about their job.  While entertaining, it doesn't pull on your heart strings like the guy that works seven days a week to support his wheelchair stricken brother who lost his leg in a tragic bass fishing accident.

2 - Regarding a specific item from last night's show:  The CEO of GSI Commerce was WAY too harsh regarding the girl that was on the phone.  I thought the CEO was out of line.  I completely understood where the rep was coming from and, she was right - the customer wasn't letting her get a word in edgeways.  It wasn't the rep's fault that the SYSTEM won't allow a credit.  Not rocket science - the charge had to go through 100%.  At that time she was able to refund $50 of that 100%.  What's the BFD?  Whether you're charged $149.99 and given a $50 refund or charged $99.99 it is the EXACT SAME THING.  I thought the CEO of the company was very unfair to the rep.  The rep was in a no-win situation. 

My two cents, anyway.

[Tepop84]

The dykes job is to deal with customers like that.  She should have just let the customer talk instead of interrupting her and then being an asshole about it.

[MaineDolFan]

1 - The woman involved is just a person.  Your arbitrary and assumed assignments of her sexuality aren't needed.  What does her sexuality have to do with anything? 

2 - At what point are you allowed to talk in order to explain what you can do to assist?  Conversations are two ways.  The customer wanted an outcome to her feedback, she wasn't calling to merely express the feedback.  Therefore, in a give and take way, the call center rep needed to also speak.  If you watch the footage CBS aired, the customer wasn't allowing the rep to jump in at all.

[Defense54]

The dykes job is to deal with customers like that.  She should have just let the customer talk instead of interrupting her and then being an asshole about it.

being a lesbian myself I'm quite offended. 

[Phishfan]

I was thinking last night how predictable the format was. I didn't tune in until after the call center had been covered though. Until I go back and catch that portion I'm not sure whether the boss overreacted or not. Having worked in customer service roles in the past, I know some people are very difficult to deal with. But I also know that without using the sarcasm I saw in the brief clips that an effective communicator can indeed make a person happier than they were. The only time I ever sent a person away unhappy was when I worked in retail and was a department manager. I knew every product in my department and I has someone bring in merchandise we didn't sell to try and return it.

[Pats2006]

I like the show