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“Well, is it true?”

I looked up from my desk to see Paula standing just inside the door to my office. She had her hands on her hips, and a look on her face that was half pissed-off, half smugly smiling. I looked at her quizzically and replied, “Is WHAT true?”

“I had some drinks with Geneen last night, and she told me some things about you two. Is it true?” Paula’s green eyes flashed with a mixture of accusation and anticipation. She stepped inside the office and closed and locked the door behind her. As she walked toward my desk she asked again, “Is it true?”

Paula and Geneen are two of the people that work for me in a Computer Help Desk department. We are the Quality Assurance / Customer Service team that deals with the callers that have had problems with their computer repairs, and want something done to compensate them for their time and trouble. My staff of 6 handles these irate callers, and do what is necessary to calm them down and make things right.

To say that the job is stressful is putting it mildly. On one side we have the customers screaming and yelling, and on the other side we have the stores that sold the units claiming that there is nothing they can do to help. Add the myriad of third party repair people we dispatch to handle the repairs, and you get a mess that eventually works out fine, ...

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