Rogers call centre employee fired for treating customer with respect
BURNABY, B.C.—In an act that has surprised no one, Rogers has fired long-time employee Lin Chen after she was overheard treating a customer with dignity.
Chen was let go this morning after the company reviewed her call logs and realized she had been too helpful to a customer phoning in a complaint that was clearly the company's fault.
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"I was just trying to do my job," admitted Chen. "I thought that's what we're supposed to do."
Originally, Chen and her family feared the firing was racially motivated, but after speaking with Josh "J-Dawg" Williams, Chen's shift supervisor, they got a clearer picture of the situation.
"We have a protocol here at Rogers and it's to treat long-time, paying, customers, like dogs. Dogs made of garbage." Williams stated. "When they ask for a manager you put them on hold for 11 or 12 minutes, then pick up the call and ask who they're holding for. She didn't follow any of the rules. She didn't hang up on them 'accidentally' or call them a bitch. Instead, she actually gave them a credit. And if you think the billionaire CEOs won't notice a $7 overage refund then you're dumber than you look."
A copy of the Rogers' call center training manual reveals the appalling behaviour it expects from its employees:
Section 12.3.4: Requests for free upgrades are to be considered hostile behaviour. Hang up immediately and call 911 to report a fire at the customer's place of residence.
Section 23.2.2: Be sure to fabricate all reference numbers so no prior record of calls exists. If the customer persists, try to convince them they are dreaming and pretend to be a dead relative.
Section 56.1.7: You are above these plebs. Make sure they know they are scum. Scum made of garbage.
Molly McGregor, an 11-year Rogers patron, was the caller that triggered Chen's termination. "I've never been treated so well in my life," McGregor admitted. "She was attentive and apologetic and not once did she call me a 'basic-ass tramp who doesn't deserve cell phone reception' or a 'whiny turd who's about to get my door kicked in by the fire department'. I'm sorry to hear she got fired."
Chen will be pursuing a wrongful dismissal suit as soon as her lawyer can get a call through to Rogers. The lawyer has been on hold for six days, but the automated system assures that he is the next caller in line.
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