This blog post is intended to tackle my first time to log out on the second half of my shift, but instead of dedicating this page for that almost non-sense filler topic, let me also take this opportunity to talk about my mom (which I doubt na kayanin kong isama sa post na to, hmmm, we'll see)
Alright, let's just take a quick look at my no brainer-all guts act for today.
6am came (FYI, my shift's 2am-11am), and I felt really bad about that call I handled. Her website went down and with her 30-minute backgrounder, I was able to conclude that that sorry customer of ours is so f*cked up.
She told me how long she had gone with Network Solutions, and all the things my account had brought her so far. And to cut the crap out of the white lies customer reps might've given her, we really messed up- or so I plainly conclude. As I listen to her narration (yes, she actually keeps track of all her calls and the progress on every single one of them, even the names of the reps and supervisors she talks to) it seems like we 'sort of' always lose her files, domains and all (and surprisingly we took the blame). Something like, she had a domain registered today, everything went fine, but the domain is not her account, yet appears under her name already on WHOIS... content transfer issues and the latest? The one I handled. It's actually just an inquiry, she said she already called in about that latest issue, but then again, the promise of contacting her back never happened. She eventually cried to me saying that it's been several times already that she's having these complicated issues from our company, and that whenever she calls in she sounds unbelievable to the reps and it takes a while for us to take credit on 'our' mistakes. She also added that if she only had $15,000, she would've switched hosting providers already.
My customer sounded so patient, yet so hopeless. I think this is why my system tremendously went down and... guess what? It apparently caused me too much emotional and psychological damage that it has given me a terrible headache, which, unfortunately forced me to log out on the second half of my shift and made me 'almost' went on NCNS again today (FYI: call center lingo, No Call No Show).
Alright, let's just take a quick look at my no brainer-all guts act for today.
6am came (FYI, my shift's 2am-11am), and I felt really bad about that call I handled. Her website went down and with her 30-minute backgrounder, I was able to conclude that that sorry customer of ours is so f*cked up.
She told me how long she had gone with Network Solutions, and all the things my account had brought her so far. And to cut the crap out of the white lies customer reps might've given her, we really messed up- or so I plainly conclude. As I listen to her narration (yes, she actually keeps track of all her calls and the progress on every single one of them, even the names of the reps and supervisors she talks to) it seems like we 'sort of' always lose her files, domains and all (and surprisingly we took the blame). Something like, she had a domain registered today, everything went fine, but the domain is not her account, yet appears under her name already on WHOIS... content transfer issues and the latest? The one I handled. It's actually just an inquiry, she said she already called in about that latest issue, but then again, the promise of contacting her back never happened. She eventually cried to me saying that it's been several times already that she's having these complicated issues from our company, and that whenever she calls in she sounds unbelievable to the reps and it takes a while for us to take credit on 'our' mistakes. She also added that if she only had $15,000, she would've switched hosting providers already.
My customer sounded so patient, yet so hopeless. I think this is why my system tremendously went down and... guess what? It apparently caused me too much emotional and psychological damage that it has given me a terrible headache, which, unfortunately forced me to log out on the second half of my shift and made me 'almost' went on NCNS again today (FYI: call center lingo, No Call No Show).
I actually can't afford to dump in more trash in terms of my SA (schedule adherence) , naka final written warning na kaya ako. Aaargh.
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