Archaic telephone films; Bell System

the operator the central office and the entire Telephone Company all on the basis of the way they're treated and the sounds they hear over their receivers that is why from its very Beginnings the founders of the company realized the operator's key importance at first because the telephone was considered just another form of the telegraph boys young men who had proved so satisfactory as telegraphers were employed as switchboard operators of course the equipment was primitive and the work required much energy and endurance but as both the public and the company immediately realized also required were a great deal of tact and understanding quality is not always characteristic of the less gentle sex so naturally the gentler sex was turned to and fortunately for all they supplied the ideal solution there just as you said no trick at all it's amazing nonsense any woman could do as well by being their own natural gracious selves girls and women succeeded in turning telephoning from a Troublesome necessity into a pleasant service in short order as telephones spread throughout the country Improvement M ments were made in the equipment and in the service the voice of the telephone company became the voice with a smile to give full credit where it is due we must admit that if these pioneer women had failed to win public admiration for their cheerful willing helpful service our jobs would not have the opportunities and security we take for granted today is it any Wonder then that a tradition developed of placing equally importance upon both the mechanics of completing calls through the board and the manner of dealing with customers in a friendly courteous Spirit especially since operators quickly realized that courtesy actually made their own work easier and far more pleas operator for Pete's sake operator what's the matter I was talking to Denver and you cut me off I'm sorry sir I'll try and get Mr Thompson back for you in Denver one moment please uh what's the idea of cutting me off in the first place well your line is still connected here but I'm trying to get them for you right now oh thanks thank you very much you're welcome well here's your party sir I'm sorry you had that trouble oh that's all right I uh thank you operator thanks thank you sir of course not every customer who started out by trying to eat the operator up finished by eating out of her hand but one soft answer did turn away so much wrath that the operator discovered new popularity when she realized that her voice was her real self and she carried into her social life these same traits of naturalness sincerity and warm friendliness but an attractive personality means more than being the life of the party it makes all living more enjoyable including the adjustments so necessary to getting along in the work yet it is true many a girl who appears quite Charming in person may for one reason or another make an unpleasant impression on her customers he isn't there he's gone home should I try to get in there if it isn't too much trouble it isn't well that that's good I'd hate to bother you oh these operators now what went wrong if that customer could have seen this operator she'd have realized that the girl was simply doing her job the explanation of course is that the operator is handicapped by being invisible the customer hears only a disembodied voice coming from the receiver his homeone doesn't answer consequently the customer judges the operator in the same way the operator forms is a mental picture of the customer on the basis of what she hears operator I've been trying to get my home Ling 2 6352 for the last hour it's always busy I'll try it for you one moment please verify Lincoln 2 6352 busy Lincoln 2 6352 busy right I'm sorry I verified Lincoln 26352 and the line is busy I got to get them before I leave have be glad to keep trying and call you oh that's fine thanks a lot operator you're welcome his voice revealed his personality and her attitude of friendly sincerity her spirit of sympathy and helpfulness changed his annoyance to gratitude thereby making her work easier and more pleasant it is this Spirit of courtesy expressed in every movement they make every word they say that enables operators to overcome the handicap of being [Music] invisible no matter how busy the switchboard or whatever the personal feelings of the operator the public expects and is entitled to her alert willing help and necessarily so since many calls are Urgent of vital importance filled with all the anxiety and significance of life [Music] itself trusted to transmit such messages the operator's dealing with customers requires the tact and patience of a nurse imagine for instance the feelings of an anxious father if a nurse were so bored with her job that she yawned would she show him his first child similarly an operator who approaches her work in a mechanical routine spirit is sure to create an unfavorable impression long distance Hello Operator I want to call Manchester Connecticut 24217 I want to speak to Mr Harold Seagrave was that person to person it is Hello Operator Operator Operator I want to what was that number 24217 that's in Manchester yes Manchester in what state I said Conneticut where'd you think one moment please I'll try to get them I'll bet you will I have your party yes she got the call through but her inattentiveness made the experience unpleasant for both herself and the customer the value of a courteous considerate attitude is clearly shown by the kind of friendly service an airline stewardess extends to her passengers of course she has the advantage of being able to express her personality with her eyes and smile as well as through her voice and actions while the operator's Spirit can be conveyed only by what she says how she says it and what she does because her customers are invisible she may unintentionally do things she'd never dream of if she served them face to face for instance here she is cutting out a customer while putting through his call she'd never do that as an airline stewardess for it would mean that while a passenger talked to her she'd vanish again though she might interrupt a customer at the board and so prevent him from talking I'm calling Detroit my number who do you wish to speak to in Detroit as a stewardess she'd never think of cutting him off by placing her hand over his mouth not seeing her telephone customer she might during a peak load tend to rush him instead of his call but she'd certainly never hurry a passenger's Answers by snapping her fingers in his face when she ignores a customer's question she's doing exactly the same thing as turning her back upon a passenger who's talking to her being inattentive to a signal is just as irritating to the customer as a stewardess who makes a passenger ring for her several times it takes only a second to realize that an information operator is in the same position of giving helpful directions as the stewards who for example politely and cheerfully directs a passenger in getting from airport to Railroad Station she is courteously helpful because that's how people naturally act in personal dealings with one another yet though the operator may be invisible to the customer her switchboard manners are quite real to him and he reacts just the same to Bad Manners on the telephone as he does to Bad Manners anywhere else of equal importance with what an operator does the public considers what she says and how she says it she can make as pleasant an impression over the wire as she does in person as long as she is natural friendly courteous her voice will give the customer a picture of her as attractive as her Photograph by using her voice to give that kind of impression at all times she efficiently handles both routine and unusual calls no answer e no they seem to be out funny I thought they'd be there now well it's f 5:45 in Cleveland perhaps they're gone for the day say I forgot about that thanks operator I'll call them tomorrow shall I try the call for you in the morning Mr Rogers why yes try it about 9:30 will you yes I'd be glad to thanks operator no wonder she pleased him her spirit was helpful her manner courteous her voice natural and friendly she has a right to feel that she can please any customer at any time even though she realizes that every customer may be many persons in one sometimes friendly other times irritable joking or sarcastic depending upon his mood of the moment customers are privileged to reveal their moods and their voices but the operator must smile with her voice otherwise that Voice May tell tales about her since unseen sounds have the power to create false Impressions remember well you can't get away with it we're going to have a showdown right now out you go or else just as the voices alone of these operators gave us a real but false impression of what was happening so the voice of the operator conveys a very real but not necessarily true picture to the customer for example a monotonous voice they don't expect Mr Holmes till 4:00 this afternoon will you talk with anyone else or an operator who speaks too quickly would you please hang up and call the number again too loud I'm sorry you were kept waiting we are ready with Los Angeles too soft I'm sorry the line is busy I'll call you in a few minutes or choppy in staccato I'm sorry I cannot help you we just speak to my supervisor I will connect you but if the voice is natural friendly cheerful confident sincere and helpful I'm sorry I don't find a telephone listed for that name could it be listed under any other name finally in addition to her spirit toward her work her actions at the board in completing calls her manner in dealing with customers and the way in which she speaks to them the public judges operators on the basis of what they say to help them say the right thing at the right time to prevent them from having to grope for words selected phrases have been set up to serve as guides for such everyday transactions as answering a signal number please acknowledging the number thank you reporting on a call the line is busy correcting difficulties I'm sorry I'll try it again obtaining information may I have your number please or referring a call shall I connect you with my supervisor used appropriately the phrases can save an operator time and trouble used mechanically or thoughtlessly however they may do more harm than good saying a correct phrase at the wrong time may be worse than saying nothing at all long distance this is 8 7619 my name is Dr Henderson I wish to call bu Montana 2154 S I want to speak to Dr Philip Jordan all right they don't answer I'll try the call again in about 20 minutes no keep on ringing he's probably busy thank you now what Dr Jordan's office Dr Philip Jordan please Springfield's calling Dr Jordan left for Alaska this morning do you expect him back today or tomorrow tomorrow operator of course they don't expect him back he's not traveling by rocket find out if his assistant is in Thank You For Crying Out Loud stop thanking me every phrase she used was in the book only under the circumstances she used the wrong ones long distance I want you should be giving me the whom are you calling the I'm sorry I didn't catch that name could you speak spell it spell it spell it it's defense to DN face one moment please I'll connect you with my [Music] supervisor this is position 2205 I can't understand this man okay put him on this is the supervisor Miss Malcolm may I help you I want is that in Phoenixville sure Phoenixville P Factory what kind of factory p p ps like every suot you used to get to PA one moment please I'll have the operator connect you with the Phoenixville pants factory such friendly service offered in a helpful spirit with consideration to how the call is handled how the operator acts what she says and how she says it all that is what the public for long years has come to think of as the voice with a smile this tradition of courtesy comes to life every time an operator answers a signal introducing her to a new person in a new situation that is her opportunity to impress customers with her sincere interest and desire to please to win their admiration and increase her own enjoyment of her work if each time every operator speaks into her transmitter she is careful of what she does and says as well as how she says it her Telltale voice will tell her listening public only one tale that's the kind of girl I like to talk [Music] to 10 to 15 years service full pay for 13 weeks and half pay for 39 weeks and so on in regular steps until after 25 years of service an employee receives full pay for a full [Music] year a minimum of 2ear service is also required for death benefits resulting from sickness or off the job accidents two but less than three years of service provides qualified dependents as defined under the plan with a maximum of four months wages each successive year of service adds another month's wages up to 10 years of service their to provide some income to dependents during a period of Readjustment certain death benefits are also provided for qualified dependence of retired employees there is no minimum service requirement for on thee job accident death benefits certain qualified dependent relatives such as a wife or minor children will receive three years wages with a limit of $10,000 or the maximum sickness death benefits whichever amount is greater if there are no such beneficiaries payments may be made to other qualified dependents not to exceed these maximum amounts these benefits are of interest to all young and old alike anytime you'd like to talk it over you'll find your supervisor will be glad to be helpful one of the most important features of the plan is the service pension and this is also of Interest not only to older employees but to many young people men and women who have just started their careers with the telephone company they like yourself want to know what the benefit plan has to offer when thoughts turn to that little workshop in the basement how nice it would be to spend full time at the old hobby men in the company 60 years or older and women 55 or older with 20 years of service May retire whenever they wish take the example of a man I know well Joe another week and I'll be looking for a new lunch partner yep after Monday it'll be lunch at home every day for me You Know Chief I'll be feeling kind of sorry for you don't you feel sorry for me I'll give you 3 days and I'll bet you'll wish you were back H that's what gets me darn it all I'm going to miss all this even you a little bit well that's easy how about sticking around for a couple of years uh-uh Fred I'm getting along 63 last month 35 years with the company Mary and I want to take it easy do a little traveling while we're still young enough to enjoy ourselves anyway you look at it it's high time a young fell took over besides time for me to go fishing a pension plan is good business it makes provision for employees men and women with reasonably long service who because of ill health or old age are no longer able to meet the requirements of their jobs and thus provides an opportunity for advancement for people like yourself you know all employees of the telephone company must retire at the age of 65 Bell System pensions average about 1/3 salary income that usually isn't enough to live on is it actually it's not intended to be it isn't the purpose of a service pension to provide the sole source of income on retirement a pension is meant to provide a certain basic amount and to assist an employee in his own individual Thrift remember too the company pays the whole Freight last year Bell system companies put well over $100 million into Pension funds once in the fund that money can never be used for any other purpose I guarantee that your pension will be there good times or bad but let's see how much one3 salary income would turn out to be in a typical case oh Mary and I I'll do okay my best 10 salary years were the last ones I averaged about 4,000 a year I've got 35 years service 1% for each year that means a pension of 1,400 a year or a little over a 100 a month with what I've got saved up it works out fine it's a matter of ordinary Thrift precautions to add to this amount and have a comfortable retirement income how do you mean well for instance I'll be out in the yard oh don't plant anything along the border John I want that space for early tulips I thought it was going to be my garden I worked 35 years just for a chance to get in some full-time Garden and now you tell me the border is going to be tulips supposing I don't like tulips all right dear have it your own way only you should have told me that 35 years [Laughter] ago oh it's wonderful having you home you've been retired a month now and I still keep expecting that vacation to end well it's not going to we're very nicely fixed for Life the house is paid for and the children have Ames of their own insurance policies are paid up so how about a toast to laziness or perhaps we ought to drink to the health and prosperity of a self-made man self-made man H it's a lucky thing I made you put part of your salary into the company's savings plan and buy that stock when you could get it at reduced rates yes but who was it that bought the war and savings bonds a toast to you my dear I probably wouldn't have saved sa the nickel without you somewhere in the benefit plan booklet it tells about deductions from pensions because of Social Security how does that work well Social Security pension benefits come from a pension fund established by the government the cost of the benefit being borne in equal parts by the employee and his company now this means that Bell system companies are paying additional money into another pension fund when they've already established their own pension plan which is considered extremely reasonable and compares favorably with pensions provided by other companies now unless some adjustment is made we would be paying twice for something when payment number one has already placed our Pension Plan among the leaders in Industry good management of a pension plan must consider the employees the stockholders who put up the money to run the business and the customers who pay the bill look let me show you how it [Music] works let's say that an employee retires at the age of 63 and that he then gets from the company $120 a month now this amount remains unchanged until he reaches 65 when he starts to receive his social security benefits now let's say that this sum exclusive of government payments to dependants amounts to $40 a month half of this was paid for by the company and half by the employee this benefit is paid directly to the employee by the government so in order to deduct the amount provided for for in the Social Security fund at company expense an equal sum is deducted from the Company pension the retired employee gets the actual amount of $120 provided at company expense as he did before in addition he gets the $20 a month resulting from his tax payments into Social Security while an active employee this Social Security deduction is provided for under nearly all other plans but in many instances the whole amount is deducted anything else one more question I think you said something about well it's here in this booklet facts about the benefit plan at the Bell System plan is one of the best in the industry how do they figure that how does it rank so high to make a fair comparison between plans you must consider all of their Provisions now you'll find many plans that may be outstanding in some ways but if you look closely you'll find that they don't compare favorably to our plan in other respects but don't just take my word report here is a study of almost 300 plans made by another organization you'll find in there some very interesting facts on what pension plans cost the employee about half of the plans require the employee to pay a percentage of his wages it may vary from 2% on the first $3,000 up to 5% on all wages above $3,000 it may amount to as much as half the cost of the pension our plan cost the employee nothing in many companies an employee cannot participate in the plan until he's reached a certain age or has a certain length of service some companies have both age and service requirements now I have a chart here based on that study 144 plans or almost 50% have both an age limit and a service requirement 101 have a service requirement seven have an age limit and only 37 plans or 13% like our plan have no restrictions limitations like these cut down the service that can be credited toward a pension besides that some companies in fact three out of every 10 pay pensions only to salaried employees or to those who earn more than $3,000 a year under our plan service counts toward your pension from The Day You Begin work and all wage levels are covered here's another important thing the age when you must retire like most other plans our plan requires that men and women retire at the age of 65 but here's where the Bell System plan differs from most of the others our men can retire at 60 and the women at 55 if they wish after 20 years of service in fact the average retirement age for men in the Bell System is 62 years and for women 57 years now some companies make no provision for early retirement most other companies which do reduce the pension a certain amount for each year of early retirement at 62 you'd get about 20% less pension and women at 57 would get much less than that but in our plan there's no reduction for early retirement and here's another thing our plan includes a pension for employees who may become disabled after 15 years of service well from what you've told me we stack up pretty well on all the points you've covered but how can you actually compare one plan with another I mean in a overall way well the only way you can do that and have it mean anything is to take a typical case and figure what the employees actual retirement income consisting of a Company pension plus Social Security would be for various amounts of average annual pay under each plan does that give you the overall comparison yes it does we rate pretty high don't we we sure do the Bell System plan with all its provision for benefits and pensions has done much to help telephone People Meet the misfortunes that may happen to any one of us on the job accidents off the job accidents or sickness death due to sickness or an off the job accident death from an accident on the job and the pension plan is making it possible each year for more and more telephone men and women to enjoy the things they have always wanted to do during their act active lives Sarah Mitchell continuing her years of service in the community Joe tazi turning his hobby into a profitable business Connie Meyers now a teacher by popular demand Jerry Parker Miracle Worker to the younger generation of course there are many details of the plan we haven't covered but there's plenty of literature on it this pamphlet covers all the provisions of the plan for employees benefits and pensions it was designed for you and is to your benefit to know all the details but more important than the details of any plan is the philosophy behind that plan throughout the Bell System there is ample evidence of a constant striving for improvement a continuous search for new and better means of communication the search resulting in thousands of improvements that have made America a better place in which to live this forward-looking philosophy is the same philosophy that originated the benefit plan for the protection of the Bell System team it gives us confidence that as this plan has been kept among the foremost in Industry through the years it will continue to fulfill its purpose in the years ahead [Applause]