Atlast, after 7 long days of work. It's my restday. We went to Mcdonalds with the rest of my girlfriends teammates. What a reward for a hard working days dealing with different kinds of customers in the United States. Yes i'm currently working as a representative, sometimes being called an agent, a consultant. Our job is not that easy. We entertain foreign people who are sometimes doesn't want to talk to us. Why? they say that they can't understand us, some are just racist, some are just pissed of because when they reached us, they were already angry. I understand why. We truly understand why. They call us because there's a problem, there's a concern, some are hard to pleased but others are just fine. We encounter different types of costumers, we called them members. Others are even our countryman. Some are foreing in that land, from different countries too.
When our shift starts. It's like we will going to engage with a battle. But we are the shock absorber of our employer, the company that we work for. Every little problem will be consulted to us. We will going to try our best to help. If we didn't we're dead. Their voice are like bullets that will going to hit our ears, like daggers that will stab our hearts. Some of these costumers will curse us like there's no tomorrow. Cursing our company including us ( employee ) like there's no god listening to them. It's true that they are not mad at us, but the way you can hear how sharp their voice are. Your solid like a platinum if you'll not be hurt with these kinds of profaine language. Even we always here these words almost everyday, when they throw us these kinds of language, it's even painfull than slap in our face. But not all of our costumers are mad and angry, some are so polite and very civilized. They even want to speak to higher positions like supercisor or manager just to give kudos or commendation. These kind of members will going to give you smile after the call. A topic that you'll going to open up with your co-worker. They'll help you realize that you did a good job. They'll let you feel that you're a person that gives help and solce their problems. They'll let you see that not all of them are univilized and evil. They'll boost your confidence. They'll give you strength to go to work.
I have a call a while ago:
Me : " Thank you for calling ( Name of our Company ), this is Torm , can i have your first and last name please?."
Caller: " I want to speak to a supervisor "
Me : " Oh sir is there any problem?, I'm here and more than happy to help you. "
Caller: " I want to speak to a supervisor "
Me : " No worries sir, I can go ahead and transfer you to one of my supervisor. But before...( caller interrupted me )"
Caller : " I just want to speak to you F*&#%NG SUPERVISOR, you son of a B#*$CH, why you can't understamd simple english?.
if you will not going to transfer me tou F*&^*&NG SUPERVISOR, i will going to report to to Better Bussiness Bureau or the F*%*$%#NG Attourney General. Just give me your F*%&^$NG SUPERVISOR or i will go there and put your head inside your ass, (caller still speaking, i can't do anything, i cant press my transfer button because he might that i hung-up on him. I can't speak because we can't interrupt costumers. We need to listen to them, let them vent out. What will i do? Do they realize that we are being paid to help them.
After a long cursing time, the caller again ask me to transfer him to my supervisor. Atlast i got a chance to speak. I just have a few secounds to speak and tell him that I'm about to transfer him.
Me : " Okei sir no problem, kindly stay on the line and I'll going to transfer you now to my supervisor."
Caller: " Yes you F*^&%%NG whore. Transfer me now. (with a soft voice saying "AS*%&%LE")
Altast, i was able to transfer him to my supervisor. And right after that call. I stand up. Put my headset infront of my PC, drink some water, shake my head, and went outside. I bought a cigarette and released my frustration everytime i exhale the smoke coming from my mouth. Unbelivable call, that was my very first call for this day. I hoped that it'll be the last call of my day, but unfortunatelly it's not. I still have to take call. And I still have to take calls for almost 8 hours. My supervisor is not around, no one can take me off the phone to rest just for a little while. So help me god.
After i finished smoking, i went inside again, i didn't wear my headset yet. I checked the documentation of my supervisor. I read and just scratching my head while reading the document. The caller is asking why there's a charge on his debit card. He is asking for a refund. But in my documentation my supervisor explained what happend, why he was been charge. And fortunatelly the caller agreed. He said that he didn't realized that he sign-up for an account. But when my supervisor explained to him what he signed for, he agreed that he sign-up for that service. Then agreed to still continue the service. ouch. If he just allow me to explain. He might not wasted his strenght shouting and cursing. We might have resolve the problem immediately.
We know that sometimes they were pissed off, but as mentioned, " We are being paid to help them " all just we need is cooperation. Costumers are always right. There's no doubt about that, but sometimes costumers just need to hear explanations so it will be clarified.
We take the responsibilities everytime we take our calls. If the call will be messed up. It's our fault. But sometimes we can't even handle callers, because they don't want us to help them.
to be continue.....................
