UPS is Struggling to Keep Up With Holiday Demand, But Take It Easy On The Call Center Employees

Tis the season to order a Christmas present at the last possible second and then wonder why it didn't arrive on time.

Well, that would because a LOT of people do it. In 2011, 24 million Americans waited until Christmas Eve to buy their presents. I'm guessing most were pissed about not getting them before Christmas.

They're gonna be pissed again this year.

According to software developer ShiftMatrix Inc, on-time delivery rates for packages fell to 91% last week, compared to 97% this time last year. If we get a winter storm between now and Christmas, it'll be worse.

91% doesn't seem like a big deal until you're part of the 9%.

When/if that happens, take it easy on the customer service representative you'll inevitably call and scream at.

I've personally worked at both UPS and in a customer service call center, and this time of year SUCKS for the grunts on the floor.

I was a seasonal pre-loader at UPS. I was one of the folks who unloaded the big trailers packed (poorly) full of packages onto the conveyor belts. It was a helluva workout. It was also a helluva lot of fun when the dimwit who packed the trailer put something REALLY heavy on top of a stack of boxes, and it rolled off when you bumped the stack and fell on your wrist. Good times.

A few years later I worked at a call center. It was incredible how poorly people treat customer service reps who are only (usually) trying to help. I was cussed at, screamed at, threatened, preached to, told I was going to hell, and worst of all: told to transfer them to a manager. Actually, I like that last one. The manager got paid the big bucks to deal with the big douchebags.

Just some friendly advice for the holidays from a former UPS worker/call center punching bag-turned-morning show host: take a breath.

The person you're loading up f-bombs for isn't (usually) the one who lost/delayed your package. Things happen. Sh*t happens. If anything, that person on the phone is your lifeline to getting your shipment found.

Let them know you're upset, but keep your temper in check. If they can't help you, firmly (but politely) ask for a supervisor. Be patient.

AND MAYBE TRY ORDERING GIFTS MORE THAN 5 MINUTES IN ADVANCE, DUMBASS!!!!