Really? no, Really‪?‬ iHeartPodcasts

Today’s episode is all about our frustration with customer service… which by anyone’s standards is getting worse and worse! You experience it every time you encounter a phone tree, interact with a chatbot, or deal with increasingly longer hold times. The truly shocking fact, the apparent ineptitude of most customer service departments is by design. Really, no Really!

Jason and Peter had to find out the reason a company would intentionally offer unsatisfactory customer service and became even more bemused when they realized that A.I. is going to impact the entire sector. That’s why they sought out Amas Tenumah, a customer service expert and technologist who has advised DirecTV, Fastly, Wendy's, Teleflora, and Coca-Cola. His work has been featured on NPR, Forbes, The Huffington Post, Entrepreneur, and other business journals.

IN THIS EPISODE:


Poor customer care is part of the design!
Amas’ secret trick to navigating customer service.
How companies treat customer service employees: bathroom time tabulated, tethered to headsets, ridiculous scripts, terrible pay, and worse!
Part of the customer service problem… YOU, the consumer!
Every Call Center has one: the profanity policy.
Correlating CEO tenure and inferior customer service.
Can AI and technology improve people’s customer service experience?
Peter’s “million-dollar idea” to revolutionize customer care.
The growing number of companies that have terminated ALL phone interaction with customers.
When chatbots go rogue!
Why Amas almost got his hand cut off. Really!
Google-heim: The Oldest continuously operating company in the world must have the best customer service, right? You will be shocked to learn how long these folks have been in business.

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FOLLOW AMAS:

Website: AmasTenumah.com

Instagram: @AmasTenumah

YouTube: @AmasTenumah

Facebook: Amas Tenumah

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LinkedIn: Amas Tenumah

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Dr. Robert Sapolsky a MacArthur Foundation “genius” grant winner and professor of biology and neurology at Stanford University has rankled the scientific and philosophic communities by arguing one simple point: There is no free will! We only THINK we’re making our own decisions. Really, no really!

When Jason and Peter heard this, they realized that they had absolutely no choice but to contact Dr. Sapolsky so they could get him to explain his thesis…in a simplistic way…that even they could understand. And he did!

Dr. Robert Sapolsky is a research associate with the Institute of Primate Research at the National Museum of Kenya, and the author of: Why Zebras Don't Get Ulcers, A Primate's Memoir, The Trouble with Testosterone, Monkeyluv, and his latest is Determined: A Science of Life Without Free Will. He is a regular contributor to Discover.

IN THIS EPISODE:


Why a 14-year-old Robert Sapolsky concluded there is no free will.
Misunderstanding what free will is; Dr. Sapolsky provides his definition.
Determinism verses anti-determinism.
How our sense of smell can affect our beliefs and choices.
Thanks mom! How your pregnant mother’s elevated stress levels gave you a 20-fold likelihood of developing an anxiety disorder.
Minority Report’s “pre-crime” idea is real and being implemented.
Professor Sapolsky realizes that most philosophers and scientists reject his conclusions.
Sapolsky says the world becomes more humane when we accept his hypothesis.
Right, wrong, ethics, morality, compassion – What do we do with those concepts in a world without free will?
Google-heim: No free will BUT the best things in life are free! (Sort of.)

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FOLLOW ROBERT:

His latest book: “Determined: A Science of Life Without Free Will”

TikTok: @ aprimatestiktok

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The cannabis available today is much, much stronger than the weed grandma was smoking back in her day and the effects on our brains are much more significant than previously thought. Really, no really! 

Jason and Peter sought out Dr. Ryan Sultan an Assistant Professor of Clinical Psychiatry at Columbia University to understand the underlying reasons for our growing inability to get along but when we had him in studio we also picked his brain relating to his expertise in cannabis. He's also an expert in the areas of anxiety, mood disorders, depression, ADHD, and substance abuse. Ryan graciously agreed to help us understand why Peter has been so edgy lately since he's gone cold turkey off marijuana.

IN THIS EPISODE:


Peter isn't alone in having a hard time coming off pot.
Lung cancer, stroke, anxiety, a shrinking brain? The new huge study on long-term cannabis use.
The effects of long term cannabis consumption.
What happens to your brain when you stop regular use of pot.
Cannabis, rebound anxiety + ADHD.
The reason kids should stay away from pot until at least age 25.

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FOLLOW DR. SULTAN

He is the director of Integrative Psych, as well as being director of Sultan Lab at Columbia University.

Instagram @rsultanmd

X @DrRyanSultan

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It’s becoming impossible to ignore the epidemic of public incivility. Tirades in supermarkets, performers pelted with projectiles, drunken movie goers brawling, tantrums on airplanes, and of course, the Oscar slap seen around the world! This can’t all just be coincidence. Social media constantly churns out evidence of this growing trend which begs the question: Which came first, the incivility or the smartphone cameras capturing it all? Really, no really?

Jason and Peter sought out an expert in human behavior to help discover the underlying reasons for our growing inability to get along. And Dr. Ryan Sultan an Assistant Professor of Clinical Psychiatry at Columbia University graciously agreed to help us understand society’s current decline in decency.

IN THIS EPISODE:


What is “Main Character Syndrome” and is it real?
Performers who’ve spectacularly called out disrespectful audience members.
How COVID affected people’s temperament and children’s ability to mature and develop.
How our reality has been impacted by smart phones, social media, and curated feeds.
Anger, happiness and the algorithms that feed us.
The restorative power of interpersonal relationships - can they be replicated online?
Airplane tantrums, toxic Yelp reviews, prolific road rage, are there common threads instigating these behaviors?
Is the “Karen phenomenon” new or are we just catching it on camera more?
Broadway memories – How Jason dealt with onstage outbursts.
Google-heim: Stemming the tide of incivility using the 4 Agreements.

***

FOLLOW DR. SULTAN

He is the director of Integrative Psych, as well as being director of Sultan Lab at Columbia University.

Instagram @rsultanmd

X @DrRyanSultan

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Harvard is teaching a course on…Taylor Swift? Yes! Harvard University, the one in Cambridge, Massachusetts has a new course about T-Swizzle whose Eras Tour has earned over 1 billion dollars so far. And whose latest album just broke multiple streaming records within hours of its release. Really, no Really!

Our initial reaction was to poo-poo the Harvard course because we happen to be congenital born poo-poo-ers. But when we investigated the course syllabus, we found it fascinating, and an easy A it’s not.

Jason and Peter have enlisted the talents of Professor Stephanie Burt -who teaches the Taylor Swift course at Harvard - to not only discuss her class, but to also take a closer look at the woman, her music, the music industry she has upended and her rabid fan base, the Swifties.

Professor Stephanie Burt is the Donald and Catherine Loker Professor of English at Harvard University and has published various collections of poetry and a large amount of literary criticism and research. The New York Times has called Professor Burt "one of the most influential poetry critics of her generation".

You’ll also hear how Jason and Peter gave Taylor a job, way back in the day. Really, no Really!

IN THIS EPISODE:


How Prof. Burt sold Harvard’s Administration on doing a Taylor Swift course.
Is Taylor Swift just about skewering her x-boyfriends?
Do you have a Hermeneutic Friendship with Taylor? And what does that even mean?
Does Taylor use “lects”? And what does that even mean?
How Swift’s social media consciously builds and deepens community with her fans.
Taylor Swift’s success: amazing business acumen or smart consultants?
The songs a Swift novice should listen to first.
GoogleHEIM: Quiz: Who sung it - Taylor Swift or the Sex Pistols?

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FOLLOW PROFESSOR BURT:X: @accommodatingly

BlueSky Social: @notquitehydepark.bsky.social

Podcast: teamupmoves.com

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This episode attempts to answer the question… “Are airlines putting dangerous planes into the sky?” Recently, a Boeing 737 Max 9 had a door plug blow out at 16,000 feet, creating a gaping hole that sucked out, among other things…the shirt off the back of a startled teenager. Really, no Really!

That incident (along with a few others) reminded us of that Netflix documentary exposing the egregious decline of Boeing, a once great American manufacturer. 2023 was considered a travel nightmare for many and 2024 looks to be no better with shortages of air traffic controllers, pilots, and planes.

To enlighten us about the current state of air travel, Jason and Peter invited CNN’s, always entertaining - aviation expert and correspondent- Richard Quest. Richard has interviewed every major airline executive and covered the crashes of Ethiopian Airlines Flight 302, and the disappearance of Malaysia Airlines Flight MH370.

IN THIS EPISODE:


Aviation’s surprising “Do Not Pair” list!
Safest seat on the aircraft is…?
Ailine pilot statistics you hope aren’t true.
Richard breaks down why Ethiopian Airlines Flight 302 & Lion Air Flight 610 went down and what’s changed.
Why airlines outsource critical maintenance overseas.
What happens when a plane depressurizes at 35,000 ft?
Are pilots being pushed to the breaking point?
True/False: Water and ice on an airplane are safe to drink?
Is it possible to be sucked out a broken window?
“Sully” Sullenberger’s genius!
Jason’s favorite Seinfeld plane episode.
GoogleHEIM: How far can a commercial airline glide without engines?

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FOLLOW RICHARD QUEST:

X @RichardQuest

Quest Means Business, airs weekdays at 3pm ET / 12pm PT on CNN International

Pick up Richard’s book: 'The Vanishing of Flight MH370: The True Story of the Hunt for the Missing Malaysian Plane'

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