DAILY.
i had been in the account for over 2 months now and i can say i am not happy. aside from the fact that every day i am receiving a lot of irate calls from frustrated customers due to poor service, we were never treated right. the only concern of the client is how they can improve their service as to how they can satisfy their customers without even thinking of their employees' satisfaction. these guys expect us to providing soltuions beyond borders but then, havent they realized, how can these employees provide the best service if they were never treated with respect?
after long hours of dealing with frustrated people, all we get is a glass of coke float, well, there was a time when we were given popcorn. Cmon! So you really think a glass of float and a popcorn can motivate us and make us feel better?
first, we were never given consecutive offs. second, the after call is just 5 seconds. hello? all i can do with that 5 secs is to breathe and here we go again, another yelling customer. third, qas are not calibrated. one will mark you down because of doing this, while one wont. be consistent with your ratings people.
i remember one case, he was marked down because he didnt emphatize with the customer. Wtf! all the customer wanted is to activate an account with us. how the hell will you emphatize on that? you should be saying welcome or whatsoever instead of emphatizing. the customer doesnt feel frustrated about starting an account with us!
another mark down, over probing. over probing is better than assuming. qa said, i could have just refered to the notes. yes, she has a point but come to think of it, i myself is putting notes on that and i know, not all notes are accurate. so i asked again, what is the color of your chorva, he said it gray. see! in the notes, it says white. is gray = white?
yesterday, i received a cite form stating that i processed an exchange for a fraudster and why did i still go on with the exchange even if its right under my notes that the account is fraudulent. if i saw that, i wouldnt, of course. and it is clearly stated in my notes that i based my procedure to the notes below. during that time, that fraud note was still not there, it was just the notes from his previous call, since the customer said he just called abck because the line got disconnected. the day after, we checked the account again, and voila! the notation about fraud was there. good thing, i am intelligent enough. i was able to track down the time all notes where posted even the time i accepted the call. my notation was just like 2 mins away from the previous note stating that we should not process an exchange for that account. i received the call 3:06pm, posted my notes on that 3:19. fraud notyes posted 3:17. meaning, by the time they are posting that, i am also posting mine. so how the hell will i able to see that? explain.
i remember my team mate saying earlier, "i got a zero because i used my common sense. come to think of it, its just the same and we're following two different procedures. balibaliktarin mo pa ang mundo, pareho lng yan"
one of us answered back. "if its there, its there. if they say its right, its right even if everybody knows its wrong. this account sucks!"
take it from them.
