Commendation

Weekend nights are queuing nights which means we get more calls compared to working days. This is so, as most of us do not have work schedule on Saturday and Sunday. It is not only me I guess, but I noticed majority of my calls are unresolved customers issues.  I would receive these calls normally on Saturdays and Sundays. I reckon I had been with the company for so long it is probably why I used to get these types of call.

Folks, I work as a tech support for phone and satellite television.  Saturdays and Sundays are when most customers are home and have more time to stay on their telephones. It is not pleasant experience to get shouted at on the phone, but I never argue with customers. I will only be wasting time if I do, as they will not listen. In a way, I find some advantage on these types of call. I get to rest my throat as customers do the talking. Likewise, while I let them vent out I have time to check the history of their troubled services, find the best solution I could offer them.

Believe me folks, by time a customer is done giving me a lengthy lecture I was able to review their account.  Nope, I do not keep myself so quiet, a yes, right and short acknowledgment is enough to tell a customer I am listening.  At times if I need to type I would tell them I am doing a search, I need to type. While reviewing their accounts and accessing the relevant tools I will need, I would notice some improvements on our system.  Great! Our system is getting more user-friendly! Thank you to all awesome guys and gals who worked hard to lessen our burden in system navigation. 

Customer First

Thank you for calling how may I help you today?”

“I am calling about my telephone. I reported the noise on it since December. I was promised of someone coming but, no one has ever come to our house. My husband is undergoing chemotherapy. I have to endure this noisy telephone every time I call his doctor.”

I received the call from a soft spoken lady a minute before I log out to end my shift, around the second week of January 2012. I could imagine the effort calling from a very crackling telephone. We had to shout at each other to be heard. I responded without hesitation, accessed the trouble ticket. To my surprise, I searched an open ticket that indicated “acknowledged” by dispatch but no technician was ever assigned. 
My instinct dictated to me the lady on the phone needed her phone badly. Putting customer first, I did not mind at all extending my working hours. I rebooked the ticket, routed it to the correct department. To backup my request for priority, I sent a request for manager call back. I assured the lady on the phone. Someone will call her the soonest possible time and her phone will be fixed.