Interested to know what I do in the office everyday?
As usual, I will reach my office at about 6.35am. Walk to my desk, turn on the laptop, open up all the necessary websites needed for my work, check emails, surfing my favourites websites (not porns ok). At 6.55am, get ready to sign on, put my headset on. At 7am sharp, I'm ready to rock and roll.
Calls coming in one after another. Once I recieve a call, I'm all set to serve the caller. First greet him/her using the standard greeting script, then listen to the problem, diagnose the problem in details, and try to work out the solutions. If solved, call ended leaving a happy caller. If not, some of them understand the situation, but some will be so frustrated, so angry that they will not hang up the call until this issue has been resolved. In this case, that's where 'call handling management' comes to the point, ensure that I'm the one who's controlling the call, and not the caller. Once the caller takes control, end of the story. I failed. So it's very important and crucial that I must handle each call in a proper way.
Yesterday I thought it wasn't a good day for me, simply because some cases that I've handled are cases that I've never encountered before. For instance, my third call was a lady whereby she needs something from me which I've never heard of it before. I told her that I have no idea about it and that's nothing I can help in this issue. She was so frustrated that she yelled at me, and demanded to speak to the supervisor. To cut things short, I managed to calm her down and resolve the issue. Oh well, this is not the first time I got yelled in a phone conversation.
After a while I got another call. This time an old man who encountered a weird problem while accessing the IE. He's long winded and a novice in computers. I had to be very patient to guide him through the troubleshooting steps, but even that the problem still persist. In the end I had no choice but to provide him the last resort to this problem. I was with him for 40 mins.
I was hoping the next call would be a much easier one to handle. Who knows the next call was a lady who speaks some kind of alien language. I had trouble understanding her language. After 10 mins, I'm still cracking my head. I'm slowly losing my patience. Finally after 25 mins, I managed to understand her question and provided the solution.
Gosh, the next call was another guy who has a strong spanish accent. Another IE problem, another weird one. He's worse than the old man. He's very long winded. And while I'm guiding through the support, he will write down the steps. And at times he will ask me to repeat again. He was very panicked when I mentioned about computer terms. He will ask me what's the meaning of it, so that he can write it down. In the end, the whole call was generally a phone technical support cum computer lesson. My job is to provide support to the problem, not providing free computer lesson. These people just taking advantage of the toll-free number, thinking that they can get computer lesson for free since they spent so much money on it. I did mentioned a case before in my previous post.
I was so tired by that time after handling all these calls. Then suddenly this next call brighten up my day. I was motivated after the call. It was a lady, probably in her teenage years or in her 20s. Her voice was so sweet that eventually my heart went melted away. It wasn't a big issue and I managed to solve it within 5 mins. I could sense that she's a nice, innocent, understandable, gentle and kind person. She was really appreciative of what I've gone through the steps with her. I was thinking, how I wished all my calls are like that. But I know this is against the reality. Anyhow I want to thank this lady. You've certainly made my day.
Oh well, these are just the bits and bites that happens while I'm at work. Think positively, it's interesting.
ps. try this game, it's very addictive. Only 4000 ppl in the world managed to finish it. Can you?
As usual, I will reach my office at about 6.35am. Walk to my desk, turn on the laptop, open up all the necessary websites needed for my work, check emails, surfing my favourites websites (not porns ok). At 6.55am, get ready to sign on, put my headset on. At 7am sharp, I'm ready to rock and roll.
Calls coming in one after another. Once I recieve a call, I'm all set to serve the caller. First greet him/her using the standard greeting script, then listen to the problem, diagnose the problem in details, and try to work out the solutions. If solved, call ended leaving a happy caller. If not, some of them understand the situation, but some will be so frustrated, so angry that they will not hang up the call until this issue has been resolved. In this case, that's where 'call handling management' comes to the point, ensure that I'm the one who's controlling the call, and not the caller. Once the caller takes control, end of the story. I failed. So it's very important and crucial that I must handle each call in a proper way.
Yesterday I thought it wasn't a good day for me, simply because some cases that I've handled are cases that I've never encountered before. For instance, my third call was a lady whereby she needs something from me which I've never heard of it before. I told her that I have no idea about it and that's nothing I can help in this issue. She was so frustrated that she yelled at me, and demanded to speak to the supervisor. To cut things short, I managed to calm her down and resolve the issue. Oh well, this is not the first time I got yelled in a phone conversation.
After a while I got another call. This time an old man who encountered a weird problem while accessing the IE. He's long winded and a novice in computers. I had to be very patient to guide him through the troubleshooting steps, but even that the problem still persist. In the end I had no choice but to provide him the last resort to this problem. I was with him for 40 mins.
I was hoping the next call would be a much easier one to handle. Who knows the next call was a lady who speaks some kind of alien language. I had trouble understanding her language. After 10 mins, I'm still cracking my head. I'm slowly losing my patience. Finally after 25 mins, I managed to understand her question and provided the solution.
Gosh, the next call was another guy who has a strong spanish accent. Another IE problem, another weird one. He's worse than the old man. He's very long winded. And while I'm guiding through the support, he will write down the steps. And at times he will ask me to repeat again. He was very panicked when I mentioned about computer terms. He will ask me what's the meaning of it, so that he can write it down. In the end, the whole call was generally a phone technical support cum computer lesson. My job is to provide support to the problem, not providing free computer lesson. These people just taking advantage of the toll-free number, thinking that they can get computer lesson for free since they spent so much money on it. I did mentioned a case before in my previous post.
I was so tired by that time after handling all these calls. Then suddenly this next call brighten up my day. I was motivated after the call. It was a lady, probably in her teenage years or in her 20s. Her voice was so sweet that eventually my heart went melted away. It wasn't a big issue and I managed to solve it within 5 mins. I could sense that she's a nice, innocent, understandable, gentle and kind person. She was really appreciative of what I've gone through the steps with her. I was thinking, how I wished all my calls are like that. But I know this is against the reality. Anyhow I want to thank this lady. You've certainly made my day.
Oh well, these are just the bits and bites that happens while I'm at work. Think positively, it's interesting.
ps. try this game, it's very addictive. Only 4000 ppl in the world managed to finish it. Can you?