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November 04, 2015
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Did you ever have to call your cable/DSL ISP company, "Something is wrong with my internetz"? You may have heard, "This call is recorded for quality and training purposes." For the past year or so I am one of the persons listening to those recordings, for a major cable company, and scoring your agent on their performance. I have watched this particular video numerous times and find it very insightful. The phrase "implicit scolding" describes well my feelings and reticence about the scoring that I give. It's a very fine line. The phrase "learned helplessness" is striking in regards to my own difficult progress through the educational system. Thank you very much for sharing these observations/insights.
Posted by: Keith | January 21, 2016 at 10:33 AM