Something makes me think I've used that title before...
So far this week has been pretty amazing, although with each passing day my eagerness to do my job drops significantly. We spent four and a quarter hours on the phone today, and I only handled fifteen or so calls in that time. A good rep handles 48-52 calls in a single eight hour shift. I know I'm only in training, but sometimes it's really tempting to sit in call work until the time runs out so I don't have to speak to more customers than necessary. So many of the problems are identical, even if the people who call in about them aren't, and it gets monotonous. Today I spent an hour and a half on the phone walking a woman through registering for My Verizon and upgrading her phones so that she wouldn't have to call in later to ask what mistakes she made and why the second phone costs $69.99 when it originally said it was free. A different woman hung up on me. I really have no sympathy for her, though, because she's at the lowest possible price plan with the lowest possible minutes. The last time she called in she was offered save and loyalty plans and could have accepted it then. Prices were given, and she CHOSE the 300 minute Nationwide Basic and yet she felt the need to call in and complain that it was only a $5 difference for a 150 minute difference and we don't offer rollover minutes! She threatened with leaving for a different company, but in looking at her remarks I know all she wanted was the loyalty plans that suddenly sound much better now that she got her bill. There was so much I wanted to say to that woman... She's paying just over $40 a month for a phone. There are people who pay hundreds more than that who have legit reasons to call in whom we could be helping while this woman complains about a $5 difference. Basically people call customer service so we can take the blame for their mistakes.
And the point of my rant is to say that people are the reason I love and hate my job. The only reason I'm putting up with customer service is so I can pay for rent and eventually get my masters and move up to Human Resources where I only deal with employees. Much more my style than listening to the greater percentage of 80 million customers complain.
On a different note, my weekend is jam packed. Early Saturday morning Neal and I leave for New York City for the day and we will return that evening in time for dinner with friends from church! Apparently homemade egg rolls, games and a movie are also involved and I'm just a little excited. Then on Sunday I intend to clean my apartment, finally. I just haven't been home enough to do it lately and it desperately needs it. Living on your own definitely has its perks, but when it comes to fixing the toilet I really wish my dad were here.
Besides my job I'm enormously happy. Life is good, and God is greater.
1 comment:
I have to laugh at how quickly we change from loving our jobs to putting up with them. We all do it. This isn't a slur on you, Em. I cannot imagine being in customer service, to tell you the truth!
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