Wednesday, January 21, 2009
hai.. BACK BY POPULAR DEMAND! XP
i guess i shall blog abit..
been working... OMG my last post was more than a month ago!
ok working at XXX (:
and im a CUSTOMER RELATIONS EXECUTIVE sounds really cool right? woohoo!
(actually its just a call centre job :X hehe .. but learnt quite alot of things la)
first few days there was training.. abt a week or so
the raffles place office view is DAMN NICE :D
but im not working there..zz
working at their ulu industrial park area near xxx mrt...... -.-
no good food no good view
but at least im learning quite alot.
now im currently a specialised agent.. handling mainly credit card calls
they said next time we'll have to go through another round of training to take up more calls.. like for loans and stuff
then we'll be a SUPER AGENT (sounds rather lame :X)
i think specialised sounds cooler (:
hmm.. actually this job can be rather stressful
coz they are always monitoring ur call stats to check whether u are always picking up call
and every single call u make is recorded
then the productivity stats are published on the staff network for everyone to see -.-
then after u put down a call have to send emails here and there to the correct departments..(there's like tons) and ppl..
then paste here paste there to safeguard urself in case cust complain u nvr put up request for her
then must record down wat the call was abt in the staff portal
then super mafan cases gotta keep on follow up
u miss out u DIE
coz cust sure call in and complain then cfm know is ur case.. coz can track.
then after-call-work (ACW) also cannot put too long.. if not the manager will come and ask what u doing.. why not answering calls..
(i used tons of "then" alr.. and im totally typing in broken english)
currently i'll still keep asking managers questions coz still not v sure then smtimes they also get irritated coz they have their own stuff to do
ok then this is a passage dedicated entirely to my dear customers
STEPS TO BECOMING A GOOD CUSTOMER:DONTs1.STOP ASKING US WATS THE REASON FOR UR UNSUCCESSFUL CARD APPLICATION (can't say "rejected" coz doesnt sound nice)
2.DONT CHIT CHAT WITH US LIKE U HAVE ALL THE TIME IN THE WORLD (we don't..even though we'd like to..but we have to clear queue calls z)
3.PLS SPEAK FASTER (maybe this applies only to me..i can't stand it when ppl speak damn slowly)
4.DONT SHOUT AT US JUST COZ U DIN GET WHAT U WANT.(its not our fault)
5.DONT SAY WE DIDN'T FOLLOW UP ON YOUR CASE IF WE DIDN'T GET BACK TO YOU(its the other department who didnt get back to us)
6.DONT CALL BACK AFTER JUST HALF AN HOUR AND SAY I'VE GIVEN YOU MORE THAN ENOUGH TIME TO CHECK(we have other ppl to attend to..)
7.DONT PUT UP APPEAL JUST COZ U WAN TO TRY TRY(its damn mafan for us sigh)
8.IF ITS STATED IN THE TERMS AND CONDITIONS JUST ACCEPT YOUR FATE(not our fault that u didnt read)
9.DONT ASSUME WE CAN WAIVE ANYTHING AND EVERYTHING
10.DONT THREATEN US TO CANCEL UR CARD IF WE CANT WAIVE SMTH FOR U (I'd rather u tell me u wanna cancel straight away..)
11.DONT COMPARE US TO OTHER COMPANIES(I dont have the authority to change anything)
12.DONT MAKE US DO MATHS FOR YOU
13.DONT INSIST WE FOLLOW UP FOR U IF ITS NOT NECESSARY
14.DONT INSIST WE FOLLOW UP THEN BECOME UNCONTACTABLE
15.DONT ASK US WHY WE HAVE SO MANY QUESTIONS(we need to do verification)
DOs1.THANK US! (it makes our day :D)
2.SAY GOOD MORNING/AFTERNOON/EVENING WHEN WE GREET YOU :)
3.KEEP ENQUIRIES SHORT AND SWEET(we really dun mind u asking alot of qns if they are straight to the point)
4.MAKE PAYMENT FIRST THEN ASK FOR WAIVER(coz we know how much to waive already then dunnit to monitor payment)
5.ASK US SIMPLE QNS(heh.increases our call stats XP.. but wats the point of custs calling in alr right? :X)
6.ALLOW US TO VERIFY YOU
7.ALLOW US TO CALL UP THE PRINCIPAL CARD HOLDER IF U ARE NOT AUTHORISED TO ASK ABT THE ACCOUNT
8.PAY UP!
9.ok i cant think already.. in short. just be nice and we'll be nice (:
haha just some funny(or maybe irritating) encounters i had..
1. some old man called in and wanted me to go thru every single option with him while he was filling up his online application form
2. a 79 year old lady called in to ask abt some cruise thingy (so old alr still so fit.. can run ard the world and enjoy life).. but she called the wrong place..i was still trying to figure out what she was saying..
3. some hen pecked cust called in. previously his wife called in but she was unauthorised.. she said she'll ask her husband to call back but "he dno anything one". could hear her nagging at him in the backgrd *sniggers
ok i cant rmb the rest.. but there were quite a few more..
haha this job can make life rather interesting
and there's some funny stuff we do.. like mute first.. ok nvm, btr dun say. ask me if u wanna know! XD
well anyway stuck with this job for a few more months.. still surviving.. hopefully im getting used to it!
10:32 PM