Beeep! Wrong answer!

The past few weeks have taught me that there are two kinds of people: The ones who move forward. And the ones who rot themselves in mediocrity. And it was well pronounced in the many interactions I have had with Globe Telecoms that provide my phone and internet services, or the lack of it. But that is another post. A lengthy post that is worthy of the ears of the Department of Trade and Industry and any other broadsheet that matters.

Image courtesy of Global Leadership

What I am writing about it are the responses that tell me mediocrity rules in people who are only after their paycheck, themselves and indifferent to how the world still moves along, despite the narcissistic attitude of thinking it revolves around themselves. Many people have written about how mediocrity creeps into our interactions with the world. Biased or otherwise, being mediocre is not we as humans have evolved over millions of years to strive for. And yet here we are, taking this crap from ‘Customer Service Agents’ that do not know a thing about customer service and work in a cubicle calling their call center gig a job. This does not apply just to the call center dweebs. This applies to anyone who makes the mistake of uttering any or both of the two phrases that bring out the worst in me: ‘It depends…’ and ‘Pasensya’.

Now these two phrases are a product of laziness, of being safe, and, as mentioned before, mediocrity. And I will tell you why.

When I present a situation to you, in the form or a question, a theory, a hypothesis or simply asking for help on choosing the lesser of two evils, I look for a direct answer. Because most likely, for all intents and purposes, I have considered the pros and cons, and merely looking for a second opinion or an objective perspective from another point of view. But if you start your reply with ‘It depends…’ it tells me that you are trying to be a know-it-all, a smart-ass, a charlatan. Because you are unsure yourself of what the answer should be, so you utter those two words just to be safe. That you think you can wash your hands clean of all responsibility for any or all consequences that may come. A straight direct answer earns my respect and the possibility that I may need your help again.

Now Globe Telecoms is a different kind of monster. Numerous phone calls to their agents allowed me to conclude that 99% of them are morons who can’t get work anywhere else because their command of the English language and any interpersonal skills in English and Tagalog  are mediocre at best. And apparently, their supervisors, bosses and trainers all subscribe to the idea that ‘Pasensya’ actually does anything to placate an abused subscriber. ‘Pasensya’ essentially means ‘Have patience’ or ‘I’m sorry’. Done right, this phrase should be able to reassure anyone. To make them feel better. But uttering these two words to get that result, as evident by many from Globe Telecoms, can only be achieved by those who value human relationships. Have patience, the service will come back up as soon as possible. Have patience, this is only a temporary setback. Have patience, you will be fairly compensated for any inconvenience we may have caused you. Now that works. But people who are lazy, mundane, mediocre and of a lower class do it differently. The say ‘Pasensya’ to shut people up. They say ‘Pasensya’ because they don’t have the articulation to think up a reassuring response. ‘Pasensya’ is a quick response to say ‘That’s it. No more.’

So give me a direct answer. Don’t tell me to shut up. Follow through on what you are doing and saying. Speak to me with conviction. Be deliberate and with purpose. Know what you are doing, or give the work to somebody else who needs it more.

‘It depends…’ and ‘Pasensya’ never worked for anybody. The speaker of these words may live in the illusion that it accomplishes anything. You are right. It shows how mediocre you are. So don’t waste my time.

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