6 ms·

It just seems completely petty and unworthy of TC's attention. Really a whole post on this girl who dared to challenge MG on Twitter? She's not even as bad as h

by lotusleaf1987 16y ago

It just seems completely petty and unworthy of TC's attention. Really a whole post on this girl who dared to challenge MG on Twitter? She's not even as bad as half of the TC commenters. It just seems like this girl at most tossed a dirt-clod at TC's tank, and TC dropped a nuclear bomb on her life. It seems like this is a subtle threat by TC to not challenge or oppose them. I really hope it was worth the page-views.

tptacek 16y ago
Petty? Sure. Unworthy? What does that even mean? Someone posted an insider's take on AT&T's customer service vis a vis network complaints. TC ran it. Would the WSJ do the same? Probably not, but at the macro view of the WSJ, AT&T network quality is too small a story to address anyways. If Consumerist had run this same story, nobody would think it was "evil". It would get a comparable level of attention. The CSR, who made a grave error, would still have been fired.
- anonymous246 16y ago
  customer service rep is an "insider"? Technically, they're "inside", so yes. But usually, the word indicates privileged information, not random bloviation (which is what this CSR was doing).
TomOfTTB 16y ago
I mostly agree. I don't think anyone would defend this woman's maturity level but it is her personal twitter account. She clearly wasn't representing the company and MG's been posting non-stop attacks on AT&T since the Verizon announcement. It's almost like he was trying to goad someone higher up at AT&T but when that failed he settled for a low level support rep. Getting a young mother fired to take a cheap shot at AT&T is certainly not what I consider classy.
- tptacek 16y ago
  Holy, does that ever not matter. If you don't want to get in the news as a representative of your employer, don't talk about your employer in public. There is no such thing as a "private Twitter account". This woman picked up a bullhorn and announced that in her capacity as an AT&T CSR she deals with "crazies" and "idiots". You're basically saying, "it sucks that she didn't realize she had picked up a bullhorn and maybe people should cut her a break". Nobody is obliged to cut her a break. I bet nobody does.
lsc 16y ago
Turnover is high for customer service reps. If she was to the point of calling her users "crazy idiots" she was about done anyhow, at that point, customer service people either quit or are fired, unless something is very wrong with both the CSR and the company. Continuing on the job after that point is unhealthy for all involved. Running a customer service organization well is /difficult/ - and being a CSR in a customer service organization that is not run well is /very difficult/

tptacek 16y ago

Petty? Sure. Unworthy? What does that even mean? Someone posted an insider's take on AT&T's customer service vis a vis network complaints. TC ran it. Would the WSJ do the same? Probably not, but at the macro view of the WSJ, AT&T network quality is too small a story to address anyways. If Consumerist had run this same story, nobody would think it was "evil". It would get a comparable level of attention. The CSR, who made a grave error, would still have been fired.

anonymous246 16y ago
customer service rep is an "insider"? Technically, they're "inside", so yes. But usually, the word indicates privileged information, not random bloviation (which is what this CSR was doing).

TomOfTTB 16y ago

I mostly agree. I don't think anyone would defend this woman's maturity level but it is her personal twitter account. She clearly wasn't representing the company and MG's been posting non-stop attacks on AT&T since the Verizon announcement. It's almost like he was trying to goad someone higher up at AT&T but when that failed he settled for a low level support rep. Getting a young mother fired to take a cheap shot at AT&T is certainly not what I consider classy.

tptacek 16y ago
Holy, does that ever not matter. If you don't want to get in the news as a representative of your employer, don't talk about your employer in public. There is no such thing as a "private Twitter account". This woman picked up a bullhorn and announced that in her capacity as an AT&T CSR she deals with "crazies" and "idiots". You're basically saying, "it sucks that she didn't realize she had picked up a bullhorn and maybe people should cut her a break". Nobody is obliged to cut her a break. I bet nobody does.

lsc 16y ago

Turnover is high for customer service reps. If she was to the point of calling her users "crazy idiots" she was about done anyhow, at that point, customer service people either quit or are fired, unless something is very wrong with both the CSR and the company. Continuing on the job after that point is unhealthy for all involved. Running a customer service organization well is /difficult/ - and being a CSR in a customer service organization that is not run well is /very difficult/