Performance Review Timewarp

Picture this. You have a bad phone call, making lots of mistakes, leaving the customer feeling crushed and broken in spirit, vowing never to patronize your company again.

Two weeks later, the boss pulls you aside to give you feedback about the call. By now you have forgotten the customer's name, the subject of the call, and why you handled the call poorly to begin with. Maybe there were good reasons why you failed to make the customer happy. Maybe they were a jerk, or there was a technical problem. Maybe, just maybe, you were on the last minute of the shift, and you just wanted to get them off the phone so you could go home. But when you listen to the recording of yourself, you feel like you're listening to a version of yourself from a parallel universe, like Bearded Spock should be in the cubicle next door. The call is taken out of the context of time and space, so you never understand what you're dealing with.

This phenomena seems to be the plague of just about every call center.