ACSR. Einstein. GrandSlam. LOQ.
If you're familiar with the terms I mentioned above then you are one of us, the millions of "call boys" and "call girls" who brave the streets at night and go to work while everyone else sleeps. And to be more precise, you're working for a company with the initials "CC" and you're handling troubleshooting or sales either for cable, internet or phone service.
Since I handle internet and cable troubleshooting, I have already memorized the basic troubleshooting steps whenever a customer calls in and reports that there is something wrong with their service. Normally, troubleshooting takes 5-8 minutes if you already know what to do. But in some cases, troubleshooting is bypassed if a certain icon appears on the screen.
RapidResolve. If this icon pops up on the customer's account you can simply bypass troubleshooting and immediately schedule a technician appointment. Saves you a lot of time and most likely, this will lower down your AHT (average handling time). But take note, this happens very seldom and not all customers who call have the RapidResolve icon on their account.
When RapidResolve was introduced, it dawned on me that life should have one like it. How I wish life also has its own RapidResolve. No need for long (and sometimes hurtful) 'troubleshooting' steps to fix life's failures. But then again, that would not make your life meaningful. Let me quote JK Rowling's speech in Harvard during its commencement exercise last 2008. It's about the 'benefits of failure':
"It is impossible to live without failing at something, unless you live so cautiously that you might as well not have lived at all - in which case, you fail by default. You will never truly know yourself or the strength of your relationships until both have been tested by adversity."
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