Chapter 8

Time for Tina and John’s story

Tina: ‘Are you coming, John? It’s 5.30!’

John: ‘I’ll be there in a sec, I just want to make one last call – I’ll catch you up.’

Tina: ‘John, you are always the last to finish!’

Tina and John work in the same call centre performing similar roles. They are part of a customer service team for a national retail chain. Their work is rewarded by bonuses paid on targets related to the number of calls they deal with each day. They both receive similar bonuses at the end of each quarter although their approach to their work appears to be very different. To watch John work, you would think he had all the time in the world ...

Get Brilliant NLP Workbook now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.