As customer-service reps, we hear a beep telling us a customer's on the line, and we're on. We repeat the same phrases so often that we can do the job in our sleep. One day a co-worker had heart surgery. In her anesthetized stupor following her operation, she heard the beep of the heart monitor and groggily said, “This is Lisa. Can I help you?”
作為顧客服務(wù)代表,當(dāng)我們聽到“嘀”的一聲就知道有一個顧客在電話線上,我們就上線。我們反反復(fù)復(fù)講那幾句同樣的話,以至睡著了也能講。有一天,一個同事做心臟手術(shù)。在手術(shù)之后,她仍然處于麻藥的昏睡之中。聽到心電監(jiān)護(hù)儀發(fā)出的“嘀嘀”聲,她虛弱地說:“我是麗莎,能為你做什么?”