Hello. My name is Satan, how can I help you?
The best part of my day was blowing the symphony that was my first chess game since 1997.
Yeah, that bad a day.
I had the game won in 12 moves, James said as much, and then my 13th move on the computer I moved a pawn by accident instead of my bishop, and poof, the check-mate crescendo wilted. We played to a draw after 27 moves. Next time (if there is a next time) I will play sober enough to move the pieces where I want them.
Oh well.
Today was my first day working remotely for Buena Park. I was so pissed off when I found out they weren't putting me on the acquisition, but were putting me on the inbound team. Gawd. I've not handled an entire day first tier client service calls in ... years.
After about an hour it became apparent why Bob had asked for the best person from each center to work remotely. 5 of us are replacing 15 people, and none of us with the access to the resources that most 1st tier people have access to working from that center. It is a hub, with 40,000 clients to my center's 4,000, so their procedures are layered and complex, and they don't have time to train us to use their service model. We have to be our own support resources, working autonomously, decisively, and as flawlessly as possible, all while taking the call volume of 3 people. If I didn't have the tenure I did, I would have lost my mind. What a nightmare.
Joan asked me how it was going. I told her I had to bounce 5% of the calls up to their 2nd tier support, since I didn't have knowledge of their procedures on how to handle their own fuck-ups and lack of follow-through. And I told her that one of their senior support staff had the balls, when I asked her what queues were for which purposes, to tell me "I thought you were handling all the work for your calls." I had a Roadhouse moment, a mental image of Patrick Swayze tearing the throat out of the idiot who attacked him. Then I calmly explained to her the scenarios I had come across that required intervention from their site and promised to email her a list of my questions and concerns tomorrow.
I feel bit overwhelmed and not a little aggravated that no one asked me if I wanted to do this. "Its a feather in your cap." says Michelle. "You'll build useful relationships with people in CA" says Joan. "You'll make a name for yourself" says Kathy. Of course, they said this before they found out they would have to pick up my workload and my backlog. Heh.
Yeah, that bad a day.
I had the game won in 12 moves, James said as much, and then my 13th move on the computer I moved a pawn by accident instead of my bishop, and poof, the check-mate crescendo wilted. We played to a draw after 27 moves. Next time (if there is a next time) I will play sober enough to move the pieces where I want them.
Oh well.
Today was my first day working remotely for Buena Park. I was so pissed off when I found out they weren't putting me on the acquisition, but were putting me on the inbound team. Gawd. I've not handled an entire day first tier client service calls in ... years.
After about an hour it became apparent why Bob had asked for the best person from each center to work remotely. 5 of us are replacing 15 people, and none of us with the access to the resources that most 1st tier people have access to working from that center. It is a hub, with 40,000 clients to my center's 4,000, so their procedures are layered and complex, and they don't have time to train us to use their service model. We have to be our own support resources, working autonomously, decisively, and as flawlessly as possible, all while taking the call volume of 3 people. If I didn't have the tenure I did, I would have lost my mind. What a nightmare.
Joan asked me how it was going. I told her I had to bounce 5% of the calls up to their 2nd tier support, since I didn't have knowledge of their procedures on how to handle their own fuck-ups and lack of follow-through. And I told her that one of their senior support staff had the balls, when I asked her what queues were for which purposes, to tell me "I thought you were handling all the work for your calls." I had a Roadhouse moment, a mental image of Patrick Swayze tearing the throat out of the idiot who attacked him. Then I calmly explained to her the scenarios I had come across that required intervention from their site and promised to email her a list of my questions and concerns tomorrow.
I feel bit overwhelmed and not a little aggravated that no one asked me if I wanted to do this. "Its a feather in your cap." says Michelle. "You'll build useful relationships with people in CA" says Joan. "You'll make a name for yourself" says Kathy. Of course, they said this before they found out they would have to pick up my workload and my backlog. Heh.
posted by KR | 2/08/2005 10:55:00 PM
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