The Circle Page #2

As you know, you'll be doing

straight-up customer maintenance

for the smaller advertisers.

You work on your portable here.

They send a message

to customer experience,

and it gets routed over to one of you.

Random at first, but once

you start working with a customer,

they'll continue to be routed over to you

for the sake of continuity.

Um, you get the query,

figure out the answer,

you write them back,

and that is the core of it.

Simple enough in theory. So far so good?

- [chuckles] Uh, yeah.

- Cool.

So let's say you've answered

a client's question,

and they seem satisfied.

Now, it's not just that you get a smile

or a frown, though that is part of it.

You get your smile...

it's almost always a smile.

Um, that is when you send the survey.

The survey is a set of quick questions

about, you know, your overall service,

how you did,

and they send that immediately back,

and you get to see how you did right here.

That is the rating. Uh, you know what?

Let's just do a live one.

- Excuse me.

- Sorry.

- Okay.

- [types]

- Have a nice day.

- [beeps]

[taps]

- [humming]

- [beeps]

That's pretty good, 99 is good,

but I can't help wondering

why it wasn't 100. Let's look.

[beeps]

Okay.

[types]

Boom. Sometimes you just encounter someone

who isn't really sensitive to the metrics.

So it's important to ask them

and make sure you get that clarity.

And we're back to a perfect score, yeah.

- Oh, wow.

- [both chuckling]

All right, are you ready to do this

on your own?

- [chuckles] Yes.

- Awesome.

[typing]

[beeps]

[Annie] Excuse me. I'm terribly sorry.

Hey, how's it going?

- I thought you were in Amsterdam.

- Oh, just for a day.

Then London, then New York, now here.

- Have you slept?

- A few hours on the plane.

A couple pills, I'm good.

So you? First week.

- [groans]

- What?

You got an 87 average.

- That's like a solid B.

- How long till I'm fired?

Listen, when I first started,

it took me a few weeks

to really get the hang of it.

Believe me, okay?

Believe me, you're doing fine.

You're good, all right?

Mm-hm.

Hello, I'm Eamon Bailey.

[audience cheering]

[chuckles] Hey.

[applause continues]

Thank you, thank you.

So glad to see you all here.

Now a bunch of you are new

to the company since I last spoke,

so can the guppies all stand up?

- [Annie] Right, that's you.

- [Eamon] Come on, guppies, just stand up.

- Whoo!

- Guppies, stand up, come on.

Congratulations, nice to have you.

Now "guppies" is just an affectionate term

for you baby fishies.

Soon you will all grow

to become powerful...

- [laughs] You're adorable.

- I hate you.

...the fish that guppies grow up

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