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.

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