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patio11's profile
Patrick McKenzie
Patrick McKenzie
Patrick McKenzie
@patio11

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Patrick McKenzie

@patio11

I work for the Internet, at @stripe, mostly on accelerating startups. Opinions here are my own.

東京都 Tokyo
kalzumeus.com
Joined February 2009

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    1. Patrick McKenzie‏ @patio11 Mar 26
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      One of the “magic words” for me, and this was in a retail-/SMB-facing e-commerce retailer in late 90s, was “health/safety issue.” If you said that, I was supposed to give you anything I had within my (peon’s level of) authority or immediately say “Hold please” + escalate to T3.

      2 replies 5 retweets 72 likes
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    2. Patrick McKenzie‏ @patio11 Mar 26
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      We were instructed to not tell customers what the flow chart was, so we couldn’t say “I’m sorry about that [unrelated] situation. I can’t do that thing you want. I could do it, though, if this were a health or safety issue.”

      2 replies 0 retweets 46 likes
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    3. Patrick McKenzie‏ @patio11 Mar 26
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      “What is a peon’s level of authority?” My salary was $10 an hour. I semi-routinely authorized “accommodations” which would cost the company on the order of several hundred dollars, but the authority was more tied to actions available than to cost of those actions per se.

      1 reply 0 retweets 33 likes
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    4. Patrick McKenzie‏ @patio11 Mar 26
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      T2 (“tier” 2) had some authority. T3 had some authority. T1 was not necessarily told precisely what those were; this information is on a need-to-know basis and T1 doesn’t need to know.

      2 replies 0 retweets 22 likes
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    5. Patrick McKenzie‏ @patio11 Mar 26
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      Incidentally: if you understand how an agent operates in a call center and why the process the agent was given looks like what it looks like, that is a Rosetta Stone to so, so, so many things in the world that look otherwise unexplainable.

      3 replies 5 retweets 82 likes
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    6. Patrick McKenzie‏ @patio11 Mar 26
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      I was a CSR during summers to pay for college and, although I did not appreciate it at the time, I learned more on that job than ~80% of my courses.

      2 replies 4 retweets 55 likes
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    7. Patrick McKenzie‏ @patio11 Mar 26
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      Oh, another tidbit from training. Classmate: What if we think they’re lying [about the health issue]? Trainer: Are you a doctor? Classmate: No. Trainer: That’s right. You’re not a doctor. That’s not your call. Your call is either to authorize an accommodation or pass call on.

      1 reply 2 retweets 70 likes
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    8. Patrick McKenzie‏ @patio11 Mar 26
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      This process is an engineered artifact. It is extremely, extremely aware of how much it trusts the judgement of its own T1 people and what the risks of them making the wrong call in the voice of the company are.

      2 replies 2 retweets 50 likes
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    9. Patrick McKenzie‏ @patio11 Mar 26
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      Since people are plausibly wondering “Wait how would this *ever* come up as a CSR in an e-commerce shop.” Customer: “What’s the delivery estimate?” Us: “2 days from today.” Customer: “Can I get it faster?” Us: “Well I see that you paid for two day shipping.” Customer: “Well...”

      2 replies 0 retweets 30 likes
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    10. Patrick McKenzie‏ @patio11 Mar 26
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      Customer: “One of the things on the order is a new first aid kit for the office. We just hired a hemophiliac and...” Me: *flowchart* Before 3 PM: “I can upgrade you to next day shipping at no charge. It will arrive tomorrow.” After 3 PM: “Please hold.” *calls warehouse*

      1 reply 0 retweets 39 likes
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      Patrick McKenzie‏ @patio11 Mar 26
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      Me: “This is telephone CS. I need a priority upgrade on order 135635 to arrive tomorrow. Is it still possible?” If yes: “Thanks for holding. It will arrive tomorrow at no extra charge.” If no: “Thanks for holding. I need to introduce you to a colleague who can assist you.”

      6:12 PM - 26 Mar 2020
      • 27 Likes
      • ian hines Matt "MSG superfan" Olson Tristan Harward 魔法BOZO族GOBLIN ☆ ODDS andy '🍑' tuba stupid twitt account If you meet 60+-year-olds, quarantine like one 💎
      2 replies 0 retweets 27 likes
        1. New conversation
        2. Patrick McKenzie‏ @patio11 Mar 26
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          This definitely wasn’t the only possible way to authorize an exception. It was an automatic one. The canonical example of the judgement call part of the flow chart: Customer has ordered birthday balloons for her daughter’s birthday. They won’t arrive in time. What to do?

          1 reply 0 retweets 27 likes
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        3. Patrick McKenzie‏ @patio11 Mar 26
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          Answer: Of course you authorize an accommodation on shipping the birthday balloons.

          0 replies 1 retweet 37 likes
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        4. End of conversation
        1. Daniel of the Distances‏ @rdanielwilliams Mar 26
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          Replying to @patio11

          I’ve talked to several CSR who had to wonder if I was mental, as I asked a series of barely related questions and topics …but of course I was just fishing for some magic words to move me to the next map level or maybe unlock some treasure.

          0 replies 0 retweets 1 like
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