An In Depth Depiction of Life of a CSR

“Good Evening Customer Care this is Joshua.” Was my greeting correct? Is it really evening now? I seem to get confuse what morning, afternoon and evening covers.That’s why there are times that I say all the salutations in just one greeting. That’s definitely an “X” mark on my Used Standard Greeting attribute, my bad!Ooops! I nearly forgot it’s my 15-min break already. I have to make sure that after logging out, I have to log in to MST right away too. Don’t want to do damage on my Adherence rating. Hay, how time flies so fast, I just got to the canteen and I only have 9 minutes left! The elevator is just super fast you know, zooming all the way up to 10^th floor. Yeah, right. Bad idea, definitely a bad idea that I went up here in the first place. I guess I just have to start going down again huh? If I’ll spend as much time going down as that of going up, I will still have 3 minutes left to do a little chit chatting and then back to the real world again.Oh, Lord God please don’t let my next caller be irate. “Good Evening Cust… “What’s good with the evening ha?” “ I beg your pardon ma’am.“ ”Are you deaf, I said what’s good with the evening when your company has been giving me the run around yak…yak…yak… and blah! blah! blah!” “I understand how you feel, I’m really sorry fo…” “Oh, don’t go getting sappy at me now, I know you are being paid to say that.” (Oh, Lord please do not let me lose my patience. I know that patience is a virtue so please I’m begging You to shower this virtue upon me ASAP! Send it via Fed-Ex, UPS or DHL, whichever way is faster!) “I know you are really upset Ma’am, May I have your name?” “What do you need my name for? When your company is still dilly-dallying whether to act on my concern or not! So it’s just utterly useless whether I give you my name or not.” “I really would like to help you Ma’am. If you could just provide me your name and the details of your concern, I’m sure we will be able to solve th…” “I’m tired of you people saying the same things over and over again! You’ll hear from my lawyer!” BLAG! Ouch, that really hurt! I instantly heard a buzzing sound like that of a bee flying around a flower. The slamming of the phone as if she was slamming a car door was enough already to make my hearing impaired in the future. What was that all about? Why was she screaming as if there’s something stuck in my ear? She would not even let me help her. Totally out of this world! What’s her problem anyway? Unhappy childhood perhaps or she just needed a sounding board? Very, funny Lord, very funny. Okay next time I’ll be more specific, I’ll say Please Lord don’t let my next caller be VERY irate. Fair enough? I have a feeling today is my lucky day! Astrologically speaking. my stars might have collided with Venus or Mars that’s why I’m having a terrific day. So terrific that I just want whatever planet it has collided to crash down on me! How am I supposed to tag this one on the CSP then? Is there an SR for screaming clients and biting your head off? Or a real pain in the neck client who refuses to fill you in with what really happened that caused her to act as if she was possessed or something? Eenie Meenie Mi Ni Mo. Better tag this just the same, I don’t want to get less than 100% on my pegging compliance. Shall I take a breather? Nah, I might as well be ready for my next caller, or my CSR Utilization suffers. I guess I just have to keep my fingers crossed as well as my toes, it might work you know, to drive away bad spirits. It sounds cultish though, don’t you think? Can you blame me? Desperate people resort to desperate measures. If I have to do the rain dance thing around my post I will do it just to make sure that all my succeeding callers would all be pleasant. Ting! Another call has come in. I’ll make a sign of the cross first before answering…”Good Evening Customer Care this is Joshua.” “Good Evening Joshua. My name is blah..blah..blah..and my mobile no is so and so, I just would like to know why I have an overpayment reflected on my current bill.” After PID, and thorough checking of the account…EUREKA! Now, I know where she got her overpayment. As I was explaining to the client my “new found treasure” (because it really feels like it every time you are able to interpret a confusing bill), my colleague from the other group approached me and asked for the appropriate business process to be applied concerning her corporate client. Maybe she did not notice that I have a call because she has already talked lengthily about her subscriber’s concern while I was still on the line with my subscriber. Wait, I’m feeling something now, it’s like instantly I’ve grown another brain. I have two brains now! This is great! One, doing the interpretation and explanation to my subscriber and the other one taking a grasp of what my colleague has just said. NOT! Well, I wish it were true. Of course, I ended up putting my subscriber on hold because I completely lost the continuity of my thoughts. I wish there were breadcrumbs that I could follow, like that of Hansel and Gretel’s so that I could easily pick up from where I left off. But then as the colloquial phrase goes…You wish!

The finger and toe crossing worked! I’m down to my last 30 minutes. I would go home right away. I’ll fix all my things, put my bag on my shoulder and then at exactly 9 p.m. I’m out of here! I’ll spend two hours in a hot bath. Aaah…very relaxing. And nothing beats a mug of hot chocolate with marshmallows on a cold night. I was wishful thinking like that while browsing a mag with the latest celebrity gossip when…Ting! What?!? A call? I can’t believe this! Okay, this is my job so I have to attend to my client even if my feet feel like flying already. The poor thing lost his phone and asking me to bar his outgoing access. Chicken feed. This is just easy. I’ll still go home early after all. I can already feel the warm water all over my body. La…la…la…la…What the… the Jwalk hanged! What’s the matter with this thing? There goes my Supervisor announcing something. Wait, I have to go nearer to hear what she is mumbling about. Oh, this is just wonderful! The Jwalk is inaccessible! She asked me to collate all the numbers that were unprocessed for the entire floor. And, I had this “Are you referring to me?” written all over my face. Oh, please don’t let it be me! Oh, well there goes my hope for a 2-hour warm relaxing bath. I guess I just have to settle for a quick cold shower after all. I still have an early shift the next day that’s why.So who says life for us is easy? I’m telling you they are absolutely clueless. No other job can ever measure up to the everyday drama and action of a CSR’s life. I’m more than proud to be one.

Thank You Wrong Ones

You might think that I have had so many relationships because of what I’m about to share with you. But the truth is I only fell in love once. Once, but he broke my heart into millions and millions of pieces. Made it hard for me to trust in love again. Afraid to give anyone the power to hurt me just like before. Until I met someone that I’ve grown to love too. Maybe not as intense as the love that I had for the first man in my life but just the same it was still love. You maybe are wondering why I’m speaking in past tense? Well, as you’ve guessed it, it didn’t work out also. I cried, got hurt, though not as painful as before but the bottom line is I still got bruised very badly. Okay, so you might say “Hey, cut to the chase, what is really your point huh?” My point is that I’ve failed twice maybe more than that if I’m going to include my puppy loves (Hey, it broke my then very young heart too, you know.) I got disappointed, frustrated and terribly scared. But you know what? I never stopped believing that one day I would meet the person that God created for me. That one day, I never have to say goodbye to love ever again. That our first conversation would begin with “How do you do?” and would end with “Can I spend my whole life with you?”

When everything fails, when your heart is starting to feel that it would never be mended again, the only beautiful thing that you could hold on to is not a cosmetic surgery but…HOPE. Hope that you just have to be patient and wait for your time to come. And if that happens, you would know that it was worth all the tears, pains, and all the hurt. Because you would learn that for every tear that you’ve shed, for every pain that you bore, for every hurt that you’ve endured, for all the times that your heart has been broken, and for all your dreams that were shattered, there were reasons behind it. We may not know what were those but we just have to believe that every little thing happens for a reason.

Pain builds character and I strongly believe that it’s completely in our hands whether we would let it make us or break us. I’m glad that sometimes we have to learn things the hardest possible way. That sometimes we have to meet all the wrong people for us and get hurt in the process. For we might not appreciate or even recognize the right people when they finally come into our lives if we haven’t met the wrong ones first. So should I say, thank you wrong ones? Yes, I think I should. Because if not for all of them, I will not be what I am right now, a stronger, wiser and better me. So for all of you broken-hearted people out there, hear my plea! Never stop wishing, dreaming and hoping for one day it would all come true. You just have to believe.

Are You A Man or a Mouse?

Have you ever heard the lame excuse “I’m just a guy” whenever men are caught cheating on their wives or girlfriends? In this time and age, I still wonder what the hell does that mean. Yesterday, I went to one of the malls near our place and as I was sitting and quietly sipping my coffee while leafing through the latest tattoo designs I saw my best male bud in the office holding hands and laughing with somebody who is definitely not his wife! I was numbed with shock for I know no reason for him to cheat on her. They are one of the most envied couples in the office. They don’t just look good together but they also have a great family. They have two cute and wonderful kids so my mind can’t seem to grasp what I was seeing. Imagine how surprised he was when I went to their table and said hi. After he introduced her to me as his girlfriend and we made a few pleasantries, I already bid my goodbye and left them. I’m sure he was tortured mentally as to what I was going to do next after finding out his philandering. I tried to get them off my mind so I can enjoy myself but I can’t seem to forget the scene that I have witnessed. Since it’s not my place to say anything to his wife, I felt like I’ve become an unwilling accomplice to the crime that he was committing. The other woman or should I say the other girl looks like she haven’t even graduated from school yet. She looks so young and innocent, a total babe in the woods. It was pretty obvious that she’s clueless as to what she has gotten herself into. She’s just a fly who was conned by a big clever spider into his web. After a few hours, he called me up and pleaded not to tell anything to his wife. I felt really bad for Marika (not her real name) that’s why I wasn’t able to say anything at first but “How could you?” And that’s when I heard the crappiest alibi of all time, “I’m just a guy.” Wow! That totally explains everything, you know. I completely understand now. NOT! I find this excuse utterly senseless! It’s like he was expecting me to comprehend that the reason he was able to do this loathsome thing is because he’s a guy. So? Does that give him the right to be unfaithful? Does that merit him the privilege to be promiscuous and do whatever his flesh is dictating? And then he said “I’m not a saint, I’m weak.” “And, don’t worry Josh, this is just a flash in the pan. I’m just having fun. I still love my wife you know.” Can you believe this guy? I don’t want to elaborate anymore on all the rubbish that came out of his mouth. I never heard him say not even once during our entire conversation that he was sorry for cheating on his wife. If he is really a man like what he is bragging then he should be man enough to admit that he’s at fault. And I hope when his wife finds out he won’t start with “I’m only human” crap either. Men have two options whenever they are caught fooling around: 1. Be a man. 2. Be a mouse. You choose.

Sexy New You

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It Ain’t Easy

(Verse 1)

It’s hard to accept that you’ll never be mine
It’s difficult to pretend that I’m just fine
I don’t know what do I have to do
To keep myself from loving you

(Verse 2)

I’m tearing apart deep inside
This is one thing that I could no longer hide
You could always see me smiling
But if you look inside my heart’s breaking

(Chorus)

I wanna believe that I can forget you
But that’s what I can’t bring myself to do
So I have no choice but to keep on hiding
Although I know it ain’t easy pretending

(Verse 3)

I tried cursing you out of my mind
And all those memories that you left behind
But even though how much I’ve been through
I’m still very much far from over you

(Chorus)

I wanna believe that I can forget you
But that’s what I can’t bring myself to do
So I have no choice but to keep on hiding
Although I know it ain’t easy, although I know it ain’t easy,

although I know it ain’t easy…

(Repeat Chorus until fade)

I wanna believe that I can forget you
But that’s what I can’t bring myself to do
So I have no choice but to keep on hiding
Although I know it ain’t easy pretending..

I’ve composed this song after my then young heart of 16 was broken for the first time.

The Search Is Over

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