They Rued The Day
So at this one place I worked last year, which may or may not be mentioned in this article (okay - it is - i just wanted to sound all mysterious and cheesy like Tom Cruise does in many of his movies), our employers gave us this form to fill out for our "self-evaluation" asking us to honestly justify what we were worth as employees. One coworker told me if I were to just put down so much information and overwhelm our employers it would be hilarious, plus he would give a free dinner. To quote him, he told another coworker, "I didn't think he would do it, until I remembered just who I was dealing with." So read on if you wish folks - it's 3644 words long of me joking and poking fun at management terms. To quote another coworker, "This is great! You say everything we want to say but are too scared to!"
Not Yet Full Performers
*Goals Met – hmm – I never set any goals really, and once they were set I was thinking ‘saves – well – I’ll try, but I won’t be pushing too hard to keep these people from using dial-up’ or ‘proactives – what the heck is a proactive anyway?’ sure I use the term but I still don’t think I’m completely sure of what it is and since I’ve been here for 6 months and 12 days as of January 24th, I feel like I should know these terms but I don’t. Can we make up a glossary of Nuskin terms for the newcomers? That way when Jason says something like GWP or DWP or best of all ADR they can look it up to see what it means. And the terms have to be defined in real-life terms that people can understand, not things like “a website utilized by distributors to actively increase revenue via the upselling of more product”. Hmm, but I’m supposed to be evaluating myself not others here.
*Takes Ownership of Calls – I’m still scared to call some people back when dealing with scoring issues. Plus I’m still confused as to what DEFINES ownership. It seems that the system of escalation only places the escalated ticket as being in the active call list of the first person to escalate it – I have placed a few extra pieces of escalated information on a ticket that was already escalated, and the ticket was never placed on my active ticket list – but I was still emailed about it 3 weeks later when the person needed a response. And at that point I was scared to call them back – it’s not fun to call back and tell a person that their machine is scoring correctly – especially when you have already done this once before and then they INSIST that it is scoring correctly. It’s like trying to tell an insane person who likes you (romantically) that you don’t like them back but they keep on insisting that you will in the end. It just doesn’t work sometimes to tell them ‘NO!!’ What am I supposed to do about it? Well, I’ll just have to learn to plug away at it and bear the pressure. I’ve also decided that I need to make up a sign on the wall that says “I’m good enough, I’m smart enough, and gosh darn it, people like me” so that whenever a scoring call back goes awry I can look at that and be in my little happy land, and then I’ll be able to handle absolutely anything.
*Time Management - This could definitely be managed better in that I could always be researching the website for more answers on where different things are found. However I believe that playing ‘javanoid’ in between phone calls is a big stress reliever, and sometimes helps me to perform phone calls more accurately. By picturing all of the little shouts of anger that I have going on inside my head and envisioning the blocks in javanoid as being tiny little complaints like ‘Please don’t tell me about your pet dog’s runny nose and how you wish there was lifepak for pets because I can’t do anything about it and the queue is really really long right now and both myself and every other person in the call center and every customer/distributor on hold at the moment wishes that I were off of this call right now so that I can handle more phone calls and make this a more efficient place!!’ it helps me to have less stress when dealing with customers, and thus allows me to deal with them in a more efficient and happy manner. Also it gives me a better sense of self-worth when I beat javanoid. However, no – I am not a full performer and could definitely do some, nay many, things more efficiently than I am now.
*Goals Are Increased As They Are Met – I never set goals when I was supposed to. I know that I said I would, but I didn’t, and for this I am truly sorry. Plus, I really should have put up a little piece of paper for me to put tick marks on for every save that I have performed. I would have about 3 or so tick marks on there by now. Plus, I’m not really sure if I ever did meet my goal – I can’t remember what it was, which is another thing I must do more efficiently and proactively if I am to increase my goals as they are met.
*Know and Understand Nuskin Values – I believe that I know most of them but I’m not really sure what they are. I haven’t looked at the ‘Values’ section of insite in a while and my current value system is based on ‘do whatever possible to get the customer satisfied as quickly as possible so that I myself might be satisfied as quickly as possible’. This might seem like a selfish point of view but I believe that the customers & I have the same goal – be on the phone for as little time as is possible. For the other values I must read up on them more often – and then I will sit and ponder them and if I still don’t understand them I will pester the range rovers about it until they are sick and tired of me contacting them and will block me from their instant messenger list. Hopefully the latter won’t happen, but it is a feasible possibility nonetheless. Not a probability, but a possibility.
*Positive attitude toward work – I must admit that there are times when I do wish to come to work, but there are many times when I really truly dread coming to work. Most of the time I am also rather willing to sacrifice $19.14 by going home two hours early so that I may remain sane. I have a positive attitude towards my coworkers, but not always towards the customers. However, I believe that if I keep on telling myself, “I love dealing with iPhones and customers who think we should still sell them” I will eventually believe myself and be able to become a ‘Full Performer’ in this category as well.
*Positive attitude toward Distributors – There are many distributors that are a pure joy to work with, but the minute I hear the words “I am a blue diamond!” (spoken so that you can hear the exclamation mark) I immediately tune out much of the conversation and wish to not help these people even though I know that I should because they are the footing of the company and without them we wouldn’t exist. Even though I know that it’s rather hard to care when you’re being verbally berated. Now some blue diamonds, like Mark – hmm – can’t remember his last name – are real pleasures to work with – but I have yet to develop a complete positive attitude about 100% of the distributors.
*Partnership with Work Force Management – my partnership with work force management exists and I use it properly. However I probably haven’t been up to the exceptional level as of yet, because I have yet to bake a full 10 course meal for work force management. In working conditions we do great – as far as being partners, I didn’t realize that I was a partner with work force management. Yes, they’re great people, but I personally believed that it was more like they were the leader and I was the lacky. I will have to use the ‘partnership’ version more often and try to implement some of my ideas about the workplace. Like I always thought that we should have a ‘disco theme week’ where we have strobe lights and disco balls and don’t forget the smoke machines, and we all wear polyester and bell bottoms, and Kevin can grow a fro, or if he can’t grow one he could possibly wear a wig. We can have gold chains – not real gold mind you, but rather, fake gold – that have the Nuskin logo on them. Now that I realize this is a partnership relationship I will have to go about implementing this. If I am incorrect in interpreting this partnership relationship please don’t tell me until after I have fully implemented Disco Week. I’m sure everyone will enjoy it.
*Works on each call to build positive relationships with Distributors and Customers – I’ve never actually used this as a focus on my phone calls. I never thought of the distributors having a relationship with me – I would generally think of them having a relationship with their customers, but never thought of them having a relationship with me. I was better at this when I first started, but have since gotten to the point where I don’t always listen to what people say. I even do this when talking with my parents and siblings these days as a force of habit, and really need to work on not doing that. For both the distributors sake and for my family’s sake.
*Shipping agents offer appropriate exceptions and incentives – when I do become a shipping agent, I will concentrate on this. At the moment all I can do is visualize and prepare myself mentally for the challenge, and am currently trying to think up appropriate ways to offer exceptions and incentives to people. One thing that I thought of but probably isn’t appropriate is to include a picture of me smiling in every package that I ship so they can come to know that I shipped it with care. It probably also isn’t quite appropriate to offer to not only ship the product for free, but to give the customers a little cash inside the package along with the product. It would be great if we could always do that, but we can’t, and pretty soon they’d be wanting us to offer these incentives all the time. For this reason I will perform a random opinion poll of 10 different people on each of my ideas before I put them into action.
Full Performers
*Schedule Adherence Standards Met – as far as I can tell I am within the correct schedule adherence standards – however I am currently unsure of where my schedule adherence lies. I know that I should be better about this that I should always be asking “Brook!! What is my schedule adherence?” However, most of the time when I have that thought – lo and behold a phone call comes in – and not just any phone call – I mean the phone calls where it’s about scanner scoring and the person says to you, “I’m not sure I can trust this product” and you give them the best answer that you can make up, without giving credibility to your ability to properly analyze scanner scores, since I have no ability to do so I must never claim any ability to do so or the distributors will be after me with questions like the press goes after George W. Bush. – “why won’t it do this? How come the scores don’t stay constant? How come the scanner can’t predict how many years are remaining in my life and how that will change if I use LifePak for the rest of my life?” either that or it is a phone call where the poor unknowing person has signed up for yahoo high speed internet and can’t send any emails, and then end up calling up Yahoo only to find that they can’t GIVE us their password, and when we do reset it and they have to reset all of their wireless routers and you STILL haven’t been able to fix the problem. All of a sudden I find myself forgetting to ask Brook what my schedule adherence is, and then it will pop up at some random time – most likely on a Saturday at 11:00 when Brook isn’t there, and then I’ll forget to email him as well. I’m sorry Brook – I’ll email you about this right away so that I can find out how lousy my schedule adherence percentage is and start correcting the problem right away. I vow to have 110% no – make that %175 schedule adherence – I’ll find some way to do it and do whatever it takes to get it done.
*Welcome Screen Tickets Logged Appropriately and Resolved in a Timely Manner – This seems to be able to be split into two different qualities here. For the first half of this I am a full performer – sometimes logging too much for tickets. Granted I haven’t reached the point of detail where I say that the person breathed a little more sharply at this point of the call than he had been in the rest of the calls, but sometimes it feels like I type much that isn’t necessary into the ticket – like I could work on phrasing things better. The ‘Resolved in a Timely Manner’ section I have become much better at. When I first started working here I had absolutely no idea what to do with the active references, I just thought it was a pretty little number so I didn’t start calling any of them back until around November or so. However the ‘resolved in a Timely Manner’ section should still come under the ‘NOT YET FULL PERFORMERS’ section so consider this part to be in there, since I sometimes achieve that goal, but do not always achieve it in as timely a manner as possible. I will become a full performer for this part in time, however to become exceptional I would need to start calling them back before I actually received the phone call. In order for me to do this I will build a time machine, and then go ahead to see who will be calling me up at what times, and when their problem started, so I can start calling them instead of making them call me. Only then will I be an exceptional performer.
*Schedule Adherence – see above for this answer, I believe you would much rather not read the same thing twice – if I am wrong then write me back and tell me to write this thing twice. Or highlight this in yellow and write in big letters in bold red ink BAD!! WRONG!! If you do that I will write the same section twice – I won’t even cheat by copying and pasting.
*QAS errors limited – Um, I’m ashamed to admit this, but I have no clue what a QAS error is. I can’t even think something up like Queens and Sons. So for now I will just assume that I am a full performer until I am told otherwise.
*RMA Errors Limited – Remanaging Mass Atomically – if that’s what this means then I would be an EXCEPTIONAL performer. However since I don’t know what this is either, I will just have to assume that I am a full performer, nothing more nothing less.
*Communicates Their Needs to Their Team Lead – I believe that I go to my TL in most cases when I need something. However, I don’t believe that we have yet developed the level of trust where I could trust him with everything. For example, I’m still scared to tell him when I’m thirsty and to ask permission to go fill up my water bottle – I should do this more often. Or if I happen to get a paper cut I probably wouldn’t go tell him that I needed a hug but would instead sit at my computer with a stoic look on my face and just hope that he would know instinctively that I need one.
*Motivated – In most cases yes, but I’m not sure that I’m motivated by the proper motivations. Plus I’m not as happy or as energetic as I could be. I don’t have signs on my cubicle saying that ‘I Love Nuskin!’ Nor do I try to talk my friends into buying iPhones or signing up for us under Dial-up. For some reason I don’t feel motivated about this yet, but I feel that this will come to me with time and patience. Perhaps much time and much patience, but come to me it definitely will.
*Displays Ability To Work As a Team - Yes, I do exhibit this trait in that I am willing – not always fully willing, but many times grudgingly willing – to take phone calls from people who are a little hard to handle and who I was very very happy when we were accidentally disconnected and then I tried to call them back but couldn’t reach them and they called in and requested to talk to me – yes, I am willing to take those calls. I am also very willing to not be selfish about taking all the calls for myself and will gladly (not grudgingly) transfer a call over to another tech agent when the person on the phone requests to do so.
*Uses the proper channels of communication with other departments – As far as I know I do, and since this is a self-evaluation, I must say that this is definitely true. There is that one time where I kind of spammed the whole call center with an email, but luckily my team lead corrected me on this misbehavior and showed me how to retract the spam before it truly became spam. In the end it only turned out to be an email to about 25 people instead of to 500 or so people. I have since changed my ways, and will no longer spam people. I also use the Sales Range Rovers on occasion, without understanding if it was proper to do so. However when I did this it was for a proper reason. Another thing I do is occasionally send out emails just for fun to other departments – I have to admit that I’m proud of my little essay I wrote up about Movie Magic DVDs, and ever since I got the thumbs up from Steinbrenner I’ve offered multiple people from other departments the chance to read it. And of course they say ‘yes’ because they’re polite lovely people who don’t want to hurt my feelings even if they didn’t want to read it and then I send them a copy of it via email. This can probably be misconstrued to be not using proper channels of communication for other departments – but I still believe that I am within the limits of full performer when it comes to communicating with other departments.
*Maintains an appropriate, positive attitude toward others - This partially depends on what is meant by 'others'. If when you say ‘others’ you mean coworkers, then yes I do. If when you say ‘others’ you mean customers then I must admit that I have sometimes wanted to remove the vocal cords from some of the customers, and this probably can’t be considered ‘an appropriate, positive attitude’ but when dealing with coworkers, I must say there’s not a single coworker that I actually don’t like working with. They’re all pleasant and nice and they even understand when I have to beat up Kevin’s frog and cause a little noise to get my stress out. Hmm, that might not be appropriate or positive either, so in order to become exceptional I will have to get rid of that as well.
*Positive feedback from distributors – I have gotten positive feedback from some distributors, unfortunately I can’t recall the reference #’s at the moment or exact names. One lady from St. Louis actually mentioned wanting to meet me when I came home from the break. I probably won’t meet her, but it was definitely a nice sentiment.
*Offer opinions and suggestions on process improvements – I do offer these whenever I have them. I probably offer them too often in some cases and should instead worry about the things that I can change and not worry so much about the things that I cannot change. However, it is awfully fun to worry about things you cannot change sometimes, if only to make yourself feel better about yourself and say ‘If I was in charge – this would be better by doing this’ even if I know it’s not true and if I was in charge I would become burnt out in two hours of being in charge and would just try to maintain the status quo.
*Participates in the Hot Dog Program – I have once so far even though it was shot down and will do so twice more at least. Granted two of the ideas are actually Kevin’s but he commissioned me to write them up for him, and they’re very good ideas and hopefully the company will implement them.
Exceptional Performers
*Overtime Hours Are Worked Only When Approved by Management – all of my hours I’ve ever worked overtime (0 hours) have been approved by management. I have 100% in this field, and that counts as an ‘Exceptional Performer’ in my book.
*Does not waste company resources – I am using my own printer paper to print this document – and my own ink – thus ensuring the continuing success of the company. I figured that if every employee – all 3000 or so – printed up 5 or so pages a day pretty soon that would be costing the company $750 a day in printing charges alone. Think about what this could do in the long run – in one year that would cost us $273,750 which would be the equivalent of about 10 or 11 newly hired tech support workers’ salaries which could no longer be hired, which would lengthen the queue, which would increase distributor dissatisfaction or decrease distributor satisfaction depending on how you look at it, and soon we would all be out on the street, just because we wanted to read a funny story that was sent to us by a third cousin in an email.
Not Yet Full Performers
*Goals Met – hmm – I never set any goals really, and once they were set I was thinking ‘saves – well – I’ll try, but I won’t be pushing too hard to keep these people from using dial-up’ or ‘proactives – what the heck is a proactive anyway?’ sure I use the term but I still don’t think I’m completely sure of what it is and since I’ve been here for 6 months and 12 days as of January 24th, I feel like I should know these terms but I don’t. Can we make up a glossary of Nuskin terms for the newcomers? That way when Jason says something like GWP or DWP or best of all ADR they can look it up to see what it means. And the terms have to be defined in real-life terms that people can understand, not things like “a website utilized by distributors to actively increase revenue via the upselling of more product”. Hmm, but I’m supposed to be evaluating myself not others here.
*Takes Ownership of Calls – I’m still scared to call some people back when dealing with scoring issues. Plus I’m still confused as to what DEFINES ownership. It seems that the system of escalation only places the escalated ticket as being in the active call list of the first person to escalate it – I have placed a few extra pieces of escalated information on a ticket that was already escalated, and the ticket was never placed on my active ticket list – but I was still emailed about it 3 weeks later when the person needed a response. And at that point I was scared to call them back – it’s not fun to call back and tell a person that their machine is scoring correctly – especially when you have already done this once before and then they INSIST that it is scoring correctly. It’s like trying to tell an insane person who likes you (romantically) that you don’t like them back but they keep on insisting that you will in the end. It just doesn’t work sometimes to tell them ‘NO!!’ What am I supposed to do about it? Well, I’ll just have to learn to plug away at it and bear the pressure. I’ve also decided that I need to make up a sign on the wall that says “I’m good enough, I’m smart enough, and gosh darn it, people like me” so that whenever a scoring call back goes awry I can look at that and be in my little happy land, and then I’ll be able to handle absolutely anything.
*Time Management - This could definitely be managed better in that I could always be researching the website for more answers on where different things are found. However I believe that playing ‘javanoid’ in between phone calls is a big stress reliever, and sometimes helps me to perform phone calls more accurately. By picturing all of the little shouts of anger that I have going on inside my head and envisioning the blocks in javanoid as being tiny little complaints like ‘Please don’t tell me about your pet dog’s runny nose and how you wish there was lifepak for pets because I can’t do anything about it and the queue is really really long right now and both myself and every other person in the call center and every customer/distributor on hold at the moment wishes that I were off of this call right now so that I can handle more phone calls and make this a more efficient place!!’ it helps me to have less stress when dealing with customers, and thus allows me to deal with them in a more efficient and happy manner. Also it gives me a better sense of self-worth when I beat javanoid. However, no – I am not a full performer and could definitely do some, nay many, things more efficiently than I am now.
*Goals Are Increased As They Are Met – I never set goals when I was supposed to. I know that I said I would, but I didn’t, and for this I am truly sorry. Plus, I really should have put up a little piece of paper for me to put tick marks on for every save that I have performed. I would have about 3 or so tick marks on there by now. Plus, I’m not really sure if I ever did meet my goal – I can’t remember what it was, which is another thing I must do more efficiently and proactively if I am to increase my goals as they are met.
*Know and Understand Nuskin Values – I believe that I know most of them but I’m not really sure what they are. I haven’t looked at the ‘Values’ section of insite in a while and my current value system is based on ‘do whatever possible to get the customer satisfied as quickly as possible so that I myself might be satisfied as quickly as possible’. This might seem like a selfish point of view but I believe that the customers & I have the same goal – be on the phone for as little time as is possible. For the other values I must read up on them more often – and then I will sit and ponder them and if I still don’t understand them I will pester the range rovers about it until they are sick and tired of me contacting them and will block me from their instant messenger list. Hopefully the latter won’t happen, but it is a feasible possibility nonetheless. Not a probability, but a possibility.
*Positive attitude toward work – I must admit that there are times when I do wish to come to work, but there are many times when I really truly dread coming to work. Most of the time I am also rather willing to sacrifice $19.14 by going home two hours early so that I may remain sane. I have a positive attitude towards my coworkers, but not always towards the customers. However, I believe that if I keep on telling myself, “I love dealing with iPhones and customers who think we should still sell them” I will eventually believe myself and be able to become a ‘Full Performer’ in this category as well.
*Positive attitude toward Distributors – There are many distributors that are a pure joy to work with, but the minute I hear the words “I am a blue diamond!” (spoken so that you can hear the exclamation mark) I immediately tune out much of the conversation and wish to not help these people even though I know that I should because they are the footing of the company and without them we wouldn’t exist. Even though I know that it’s rather hard to care when you’re being verbally berated. Now some blue diamonds, like Mark – hmm – can’t remember his last name – are real pleasures to work with – but I have yet to develop a complete positive attitude about 100% of the distributors.
*Partnership with Work Force Management – my partnership with work force management exists and I use it properly. However I probably haven’t been up to the exceptional level as of yet, because I have yet to bake a full 10 course meal for work force management. In working conditions we do great – as far as being partners, I didn’t realize that I was a partner with work force management. Yes, they’re great people, but I personally believed that it was more like they were the leader and I was the lacky. I will have to use the ‘partnership’ version more often and try to implement some of my ideas about the workplace. Like I always thought that we should have a ‘disco theme week’ where we have strobe lights and disco balls and don’t forget the smoke machines, and we all wear polyester and bell bottoms, and Kevin can grow a fro, or if he can’t grow one he could possibly wear a wig. We can have gold chains – not real gold mind you, but rather, fake gold – that have the Nuskin logo on them. Now that I realize this is a partnership relationship I will have to go about implementing this. If I am incorrect in interpreting this partnership relationship please don’t tell me until after I have fully implemented Disco Week. I’m sure everyone will enjoy it.
*Works on each call to build positive relationships with Distributors and Customers – I’ve never actually used this as a focus on my phone calls. I never thought of the distributors having a relationship with me – I would generally think of them having a relationship with their customers, but never thought of them having a relationship with me. I was better at this when I first started, but have since gotten to the point where I don’t always listen to what people say. I even do this when talking with my parents and siblings these days as a force of habit, and really need to work on not doing that. For both the distributors sake and for my family’s sake.
*Shipping agents offer appropriate exceptions and incentives – when I do become a shipping agent, I will concentrate on this. At the moment all I can do is visualize and prepare myself mentally for the challenge, and am currently trying to think up appropriate ways to offer exceptions and incentives to people. One thing that I thought of but probably isn’t appropriate is to include a picture of me smiling in every package that I ship so they can come to know that I shipped it with care. It probably also isn’t quite appropriate to offer to not only ship the product for free, but to give the customers a little cash inside the package along with the product. It would be great if we could always do that, but we can’t, and pretty soon they’d be wanting us to offer these incentives all the time. For this reason I will perform a random opinion poll of 10 different people on each of my ideas before I put them into action.
Full Performers
*Schedule Adherence Standards Met – as far as I can tell I am within the correct schedule adherence standards – however I am currently unsure of where my schedule adherence lies. I know that I should be better about this that I should always be asking “Brook!! What is my schedule adherence?” However, most of the time when I have that thought – lo and behold a phone call comes in – and not just any phone call – I mean the phone calls where it’s about scanner scoring and the person says to you, “I’m not sure I can trust this product” and you give them the best answer that you can make up, without giving credibility to your ability to properly analyze scanner scores, since I have no ability to do so I must never claim any ability to do so or the distributors will be after me with questions like the press goes after George W. Bush. – “why won’t it do this? How come the scores don’t stay constant? How come the scanner can’t predict how many years are remaining in my life and how that will change if I use LifePak for the rest of my life?” either that or it is a phone call where the poor unknowing person has signed up for yahoo high speed internet and can’t send any emails, and then end up calling up Yahoo only to find that they can’t GIVE us their password, and when we do reset it and they have to reset all of their wireless routers and you STILL haven’t been able to fix the problem. All of a sudden I find myself forgetting to ask Brook what my schedule adherence is, and then it will pop up at some random time – most likely on a Saturday at 11:00 when Brook isn’t there, and then I’ll forget to email him as well. I’m sorry Brook – I’ll email you about this right away so that I can find out how lousy my schedule adherence percentage is and start correcting the problem right away. I vow to have 110% no – make that %175 schedule adherence – I’ll find some way to do it and do whatever it takes to get it done.
*Welcome Screen Tickets Logged Appropriately and Resolved in a Timely Manner – This seems to be able to be split into two different qualities here. For the first half of this I am a full performer – sometimes logging too much for tickets. Granted I haven’t reached the point of detail where I say that the person breathed a little more sharply at this point of the call than he had been in the rest of the calls, but sometimes it feels like I type much that isn’t necessary into the ticket – like I could work on phrasing things better. The ‘Resolved in a Timely Manner’ section I have become much better at. When I first started working here I had absolutely no idea what to do with the active references, I just thought it was a pretty little number so I didn’t start calling any of them back until around November or so. However the ‘resolved in a Timely Manner’ section should still come under the ‘NOT YET FULL PERFORMERS’ section so consider this part to be in there, since I sometimes achieve that goal, but do not always achieve it in as timely a manner as possible. I will become a full performer for this part in time, however to become exceptional I would need to start calling them back before I actually received the phone call. In order for me to do this I will build a time machine, and then go ahead to see who will be calling me up at what times, and when their problem started, so I can start calling them instead of making them call me. Only then will I be an exceptional performer.
*Schedule Adherence – see above for this answer, I believe you would much rather not read the same thing twice – if I am wrong then write me back and tell me to write this thing twice. Or highlight this in yellow and write in big letters in bold red ink BAD!! WRONG!! If you do that I will write the same section twice – I won’t even cheat by copying and pasting.
*QAS errors limited – Um, I’m ashamed to admit this, but I have no clue what a QAS error is. I can’t even think something up like Queens and Sons. So for now I will just assume that I am a full performer until I am told otherwise.
*RMA Errors Limited – Remanaging Mass Atomically – if that’s what this means then I would be an EXCEPTIONAL performer. However since I don’t know what this is either, I will just have to assume that I am a full performer, nothing more nothing less.
*Communicates Their Needs to Their Team Lead – I believe that I go to my TL in most cases when I need something. However, I don’t believe that we have yet developed the level of trust where I could trust him with everything. For example, I’m still scared to tell him when I’m thirsty and to ask permission to go fill up my water bottle – I should do this more often. Or if I happen to get a paper cut I probably wouldn’t go tell him that I needed a hug but would instead sit at my computer with a stoic look on my face and just hope that he would know instinctively that I need one.
*Motivated – In most cases yes, but I’m not sure that I’m motivated by the proper motivations. Plus I’m not as happy or as energetic as I could be. I don’t have signs on my cubicle saying that ‘I Love Nuskin!’ Nor do I try to talk my friends into buying iPhones or signing up for us under Dial-up. For some reason I don’t feel motivated about this yet, but I feel that this will come to me with time and patience. Perhaps much time and much patience, but come to me it definitely will.
*Displays Ability To Work As a Team - Yes, I do exhibit this trait in that I am willing – not always fully willing, but many times grudgingly willing – to take phone calls from people who are a little hard to handle and who I was very very happy when we were accidentally disconnected and then I tried to call them back but couldn’t reach them and they called in and requested to talk to me – yes, I am willing to take those calls. I am also very willing to not be selfish about taking all the calls for myself and will gladly (not grudgingly) transfer a call over to another tech agent when the person on the phone requests to do so.
*Uses the proper channels of communication with other departments – As far as I know I do, and since this is a self-evaluation, I must say that this is definitely true. There is that one time where I kind of spammed the whole call center with an email, but luckily my team lead corrected me on this misbehavior and showed me how to retract the spam before it truly became spam. In the end it only turned out to be an email to about 25 people instead of to 500 or so people. I have since changed my ways, and will no longer spam people. I also use the Sales Range Rovers on occasion, without understanding if it was proper to do so. However when I did this it was for a proper reason. Another thing I do is occasionally send out emails just for fun to other departments – I have to admit that I’m proud of my little essay I wrote up about Movie Magic DVDs, and ever since I got the thumbs up from Steinbrenner I’ve offered multiple people from other departments the chance to read it. And of course they say ‘yes’ because they’re polite lovely people who don’t want to hurt my feelings even if they didn’t want to read it and then I send them a copy of it via email. This can probably be misconstrued to be not using proper channels of communication for other departments – but I still believe that I am within the limits of full performer when it comes to communicating with other departments.
*Maintains an appropriate, positive attitude toward others - This partially depends on what is meant by 'others'. If when you say ‘others’ you mean coworkers, then yes I do. If when you say ‘others’ you mean customers then I must admit that I have sometimes wanted to remove the vocal cords from some of the customers, and this probably can’t be considered ‘an appropriate, positive attitude’ but when dealing with coworkers, I must say there’s not a single coworker that I actually don’t like working with. They’re all pleasant and nice and they even understand when I have to beat up Kevin’s frog and cause a little noise to get my stress out. Hmm, that might not be appropriate or positive either, so in order to become exceptional I will have to get rid of that as well.
*Positive feedback from distributors – I have gotten positive feedback from some distributors, unfortunately I can’t recall the reference #’s at the moment or exact names. One lady from St. Louis actually mentioned wanting to meet me when I came home from the break. I probably won’t meet her, but it was definitely a nice sentiment.
*Offer opinions and suggestions on process improvements – I do offer these whenever I have them. I probably offer them too often in some cases and should instead worry about the things that I can change and not worry so much about the things that I cannot change. However, it is awfully fun to worry about things you cannot change sometimes, if only to make yourself feel better about yourself and say ‘If I was in charge – this would be better by doing this’ even if I know it’s not true and if I was in charge I would become burnt out in two hours of being in charge and would just try to maintain the status quo.
*Participates in the Hot Dog Program – I have once so far even though it was shot down and will do so twice more at least. Granted two of the ideas are actually Kevin’s but he commissioned me to write them up for him, and they’re very good ideas and hopefully the company will implement them.
Exceptional Performers
*Overtime Hours Are Worked Only When Approved by Management – all of my hours I’ve ever worked overtime (0 hours) have been approved by management. I have 100% in this field, and that counts as an ‘Exceptional Performer’ in my book.
*Does not waste company resources – I am using my own printer paper to print this document – and my own ink – thus ensuring the continuing success of the company. I figured that if every employee – all 3000 or so – printed up 5 or so pages a day pretty soon that would be costing the company $750 a day in printing charges alone. Think about what this could do in the long run – in one year that would cost us $273,750 which would be the equivalent of about 10 or 11 newly hired tech support workers’ salaries which could no longer be hired, which would lengthen the queue, which would increase distributor dissatisfaction or decrease distributor satisfaction depending on how you look at it, and soon we would all be out on the street, just because we wanted to read a funny story that was sent to us by a third cousin in an email.
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