How to Get 100% EpR in Everything You Do

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Do what you love. Love what you do. Enjoy every moment.

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Interview question. I remember the vice president interview me during my application for the position of online community manager. He had asked what my work style was as regards to whether I was goal- or process-oriented. I had replied that I am more of a process-oriented person, just keeping the goal in my periphery, to check every now and then.

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EpR stands for Episode Resolution. In my former work, this is the weightiest portion of the scorecard and represents how satisfied the customer is, overall. No particular person or department can claim to having earned this rating; it can only be earned as a team. With the CSat in some companies having customer service people, CSat is the customer satisfaction rating of one individual customer service or technical support representative.

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The EpR represents the satisfaction rating the customer gives, for all the interactions included from start to finish of the episode. This may include the rating for the first customer service representative (e.g., billing), the technical support representative, the field technician, and another customer service representative (e.g., for upgrade), etc. It is not uncommon for an entire episode to span over one week in terms of time frame.

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Normally, being only a part of the entire process, the EpR seems out of one’s control. Yes, it does seem that way. To explain the nitty-gritty of an empirically observable process is beyond the reach of this hub. I can only surmise on what happened behind the scene, on my end. I here can review the steps I took to connect to the spirited team contributing to the 100% EpR.

100% EpR begins with not being concerned with grades or rating. Everything has its own soul not to be debased as just another opportunity to prove ‘how great I am’.

The simplicity of getting the 100% is deceiving. What I did was simply to lose myself into what I am doing, moment by moment. Give my heart 100%, breathing soul and spirit into the task. This process is observable to others describing you as having your own world. You’ve lost track of time and space. There’s only the moment. You’re in the zone. You’re in the flow.

That is why it leaves a bad taste in the mouth when people insist that multi-tasking is the best way to go in this day and age. Scientific studies have shown that cognition and empathy suffer when one tries to multi-task. We’re over-concerned with quantity, there’s no room to truly care.

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The Universe … God … The Tao …

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The flow takes care of the process. Synchronicity kicks in. The Universe sends your quality transaction to the inboxes of like-minded people, e.g., in the billing/customer service department, field technician pool, … possibly, the Universe even picked your customer for you. The 100% becomes possible.

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Piecewise. Quality can only be done piecewise, one moment at a time. If you think you’ll get a 100% again next time. Think again.

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“Actions create reactions. It is as if the universe is perverse. Find a beginning and an end will be declared. Express an opinion and someone will disagree. Do anything and suddenly, as if by magic, there is opposition.” – Between the Opposites, Ray Grigg

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It does seem that we need to die to ourselves every moment, every day …

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Return to the Beginner’s Mind,

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The Unknowable comes of itself, reveals its mystery in its own time to become the Known.

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Downside. There is a downside to breathing your soul into quality work. You become sensitive to quality and the lack thereof in your or others’ work and may become impatient at the least. Quick to anger, to the most. Before you embark in search of quality therefore it may be best to be prepared for its better and ‘worse’ side, that is, anger.

To deal with this ‘sacred’ anger, have the discipline to practice mindfulness so when the time comes, you can objectively observe the energy of the anger passing through you without having to scream in anger at the doer of the low-quality work.

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Downside 2. You hate rushing things through because you know that each thing, its own way, has its own soul. Beware of the anger you may experience towards people who sacrifice quality over quantity. These are the types who award certificates of recognition for those with the most number of transactions and leave unappreciated those with a 100% quality work (although within quantity glide path), despite the fact that quantity aka speed weighs only a measly 15% of the overall scorecard as compared to the 85% for quality. Plus the fact that quality work can save up to $100 per transaction in terms of savings in truck roll.

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Even bottom line is ignored despite all the proofs that quality should be priority.

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How to Get a 0% Truck Roll. This is a tough question. Normally, I would start by reflecting on, again, quality. Again, as you use your tools to analyze data, see the data through the eyes of your tools, e.g. web-based apps. Be in love with your tools. They will show you the facts behind the mystery. They will yield the results that you can copy and paste back to report to the field technician. Because you saw with love through the eyes of your tools, the field technician will see behind the report the subtleties that the tool revealed to your loving eyes.

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The field technician will see the quality behind your report and make every effort to fix the customer’s technical issue.

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Enjoying, loving what you do, applied to every customer issue, the tools are likely to yield more than accurate results to the field. And the validity of your having sent a truck out will not be questioned. The truck rolls you send out will be tagged valid by each and every technician. You then get a 0% (invalid) Truck Roll.

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Enjoying, loving whatever you are do,

Moment by moment,

Takes you in the Now,

In the flow …

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