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THE WARREN-WATCHUNG CONNECTION
SEPTEMBER 2013
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For those regular readers, you
already know that my family mem-
bers are often involved in my ran-
dom connections, including my sis-
ter Susie Moss, who lives in a town
that borders Denver. She is an
entrepreneur and one of her many
ventures is a jewelry business in a
vertical marketing structure for a
Fortune 100 company. This means
she conducts home shopping par-
ties and recruits other sales people
into her organization. It is a chal-
lenging business but she did well
enough to earn reward trips, the
most recent to Hawaii.
Our first cousin, Bob, lives in sub-
urban Washington, D.C. He called
me a few months ago and said he
had a story to tell me. He and his
wife, Alice, had scheduled a trip to
visit their children (would that be
my first cousins, one generation
removed?) and grandchildren, who
reside in Omaha, Nebraska.
At the last minute, the trip was
canceled. The dog of my removed
cousins was removed, so to speak
and transported to doggie heaven.
The dog had been a part of the
family for about 15 years so it did-
n’t seem like the best time for a fes-
tive visit by grandparents when the
grandchildren were grieving their
loss.
Now my cousins, Bob and Alice,
had to deal with the challenges of
changing air tickets. Bob called
Frontier airlines and was lucky
enough to reach a friendly call cen-
ter agent. She patiently explained
the options to him with respect to
credits, penalties, rebooking options
and so forth. As typically happens
there was some dead time on the
phone while the agent waited for
the airline’s computer system to
respond. During one of those
times, Bob started a conversation.
“
Are you in a call center or are
you working remotely from home?”
“
I am in a call center.”
My cousin continued, “I’m sure
you have hundreds if not thou-
sands of agents and a lot of call
centers but I believe Frontier has a
call center in Denver.”
The agent replied, “We do have
a call center in Denver and that’s
where I am working.”
At that point, Bob said, “My
cousin lives in the Denver area.
Hang on for a second.” He called
out to his wife, “Alice, what is the
name of the town that Susie Moss
lives in?”
It didn’t matter whether or not
Alice could remember where my
sister Susie lived. It was not even
necessary for her to look up Susie
in her address book either.
The call center agent overhead
Bob’s call out to Alice and said, “I
know Susie quite well. We just
spent several days together in
Hawaii on a reward trip for our jew-
elry businesses.”
PRESS 1 FOR A CONNECTION
By: Dan Rosenberg
www.theconnectionsnj.com
link