Adria Scharf's article "Scripted Talk" and Jeremy Rifkin's article "High-Tech Stress" brings about the issue of Taylorism and the New Taylorism. For example the use of "Scripted Talk" in restaurants, "Hi welcome to McDonalds," or "Paper or plastic." Using my own examples, when I worked at McDonalds I had certain things I had to say to customers like " Hi welcome to McDonalds may I take your order?" I had to say it in a polite voice too. I felt like an idiot. At McDonalds overall I felt like an underpaid bitch and all the money I did earn for the company was going to rich greedy CEO's that were sitting in their office buildings not even having the slightest clue of what was really going on in the stores. For example I had to abide by certain procedures that McDonalds enforced. Most of these procedures were not very efficient at all. In fact they would take us longer to do, mainly because they required a full staff when we were never fully staffed. That brings up staffing McDonalds managers would purposely under staff to save money. The reality of that was because work was always understaffed customers got pissed because it took so long and would go other places so in turn McDonalds was loosing money.
Another technique mentioned was mystery shoppers. Mystery shops bugged me. First of all you could always tell if someone was doing a mystery shop especially inside because they would always be looking around checking things out and they would have the papers with them. Plus only the manager on shift would get a reward for it. Even if they were not even seen by the mystery shopper.
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It sounds like you have firsthand experience with the class struggle. Capitalists earn profits by exploiting workers on all levels. This is how the system works. A more just system exploits workers less, of course. However, in order to generate profits in a capitalist system, workers must produce a surplus of wealth that they are not compensated for.
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