keryx: (turtle)
I called The Ex yesterday to wish him happiness with the whole getting married thing. As I hung up I said "I love you" without even thinking about it. And you know, I totally meant it. You know, in the sense that love is a verb and a choice; I want his life to be happy and challenging and full.

This is, for me, the magic of singleness. I don't know if I was too young, too afraid, too dead or what - but I really didn't get this idea of love, especially not in the little ways people change you. And now I'm all adobe car, bumped and reshaped by the people and things that I run into. I probably was before, too - just didn't know enough to be glad of it.

I can't really put into words why I'm still so much more absorbed by the events of Pennsic than by the events of my life here now this week, but it's there somewhere in a sense of love/loved from the soles of my feet to somewhere just beyond my head.
keryx: (factories!)
I'm on hold waiting for someone at Expedia to talk to me. You know those "for quality assurance purposes, this call may be monitored or recorded" messages?

When I worked in customer service on the phone a million and a half years ago, it always felt like that was a license to spy on me. Well, it's not. What it actually is is an opportunity for people like me who create stuff that, way down the line, gets used by my colleagues on the phone, to understand just how complicated customer service is and how badly the 'simple' things we want people to do work out in the end when we aren't vigilant about communication, training & support for those colleagues.

I know some of you are phone workers, and I thought you might appreciate that. Line management in a call center is rarely even aware of the forces that create change to what they do, but the people behind those forces listen to calls and realize just how much they fail to help to folks on the phone. Call monitoring isn't about how well phone folk do their jobs (although there are a million other monitoring tools that are supposed to do that - like those stupid "how fast did you get them off the phone" metrics); it's about how well a company is doing its job.

Of course, what would be ideal is if we structured phone work in a way that emphasized craft, so phone workers could tell us about these problems and work with us to solve them directly. I know people (including phone workers) tend to think of customer service as repetitive drudgery, but I think you could change the things you measure people on from just cost-based (did you get off the phone, how many calls did you take, what did you sell) to primarily service-based (how did you solve something, what corporate problems have you found) and change their perspective on the work like that. Yes, I do I live in a utopian world of imagination where work is concerned, thankyouverymuch.

By the way, the Expedia representative was just lovely, and it turns out that the most viable option is to cancel the current Hawai'i trip entirely and plan a new one later, not in August. Never try to book a hotel (or an effing flight - what, $900??!!) last minute in an island state during the summer.


Jul. 13th, 2005 03:13 pm
keryx: (factories!)
Here I am. The whole really long rest of my life stretching before me. And I could decide to go absolutely anywhere.

I want to relish this.


My time is entirely my own right now. Except for the time I choose to give to work, which is still mine but... on loan.

So. What would you do with this time? What would you read? Where would you go? What would you try? How would you decide?

I won't want to do everything you would, but I suspect you all have ideas I might not think about. And I want to imagine all the options ever.

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