ABSTRACT
Joe hung up the phone and noticed that his familiar headache was crawling up his neck and intensifying. It was the tenth call that had escalated to him, this morning alone. The customer demanded to know why he was constantly being put on hold, only to end up talking to clueless representatives with a "we don't care" attitude. Like many before him, this caller had demanded to speak to the manager; the representative was more than delighted to send the call to his boss, thereby relieving himself of yet another annoying customer. For what felt like the thousandth time, Joe Jacobs, the call center manager, had to apologize for the behavior, tell the customer that it was an isolated case involving a brand new representative, and promise that it would never happen again.
