First day of taking calls (I’m working in a call center, if I haven’t mentioned that). Yeah, that happened. 😛
Gawd…we were told as a group that we’d be taking payments. One of my first calls was for someone who was needing to turn her phone off and on once a week to keep it from dropping calls and she wanted to know why. Talk about throwing the class in at the deep end. It wasn’t the instructors’ faults (my class has two teachers); someone above them put us into a “live call” queue where we could get questioned about anything and EVERYTHING, instead of one where we’d just be taking payments, which was comfortably within our knowledge base at this time. I fielded calls about everything from payments to customers angry at the service and back again…crazy.
To the instructors’ credit, when we were surveyed about or calls (you know, “Take a few moments to answer a few questions about your experience…”, etc) none of my classmembers failed the survey…”failed” meaning, we didn’t upset anybody. Pretty good, all in all.
I liked it…but I think I’ll be able to like it more when I actually have the knowledge to handle the calls that’re being sent to me. Just OY.
Brooke Thomsen for today. 🙂