♥
sometimes i need to complement those people who are working in the customer service sector. for me, i would not want to work in this sector because it would be quite a pain for me. i feel that i am always on the customer's side. probably i am influenced by what my father do when he calls the customer service. let me give an example that occurred today. aiya if you are just lazy to read the following just head down to the last second paragraph for the conclusion...
he is going to call an air flight agency to request for some forms. then he approaches me with a smiley face and tells me "going to scold them again". apparently, it seems that he is having fun calling the agency. then he calls... (let the other person on the line be A)
dad: hi, my name is XXX, here to request some forms that was not given to me.
A: oh ok. what form is it?
dad: its this form XXX. previously i have received another form different from this. so i need this form XXX to give to the insurance company.
A: ok. hold on.
song proceeds... for 10 minutes... song still continues...
dad puts down the phone. there is slight tone of anger as he dials again.( another person picks up. let it be B, note that he is still calling the same company.)
dad: hi, my name is XXX, here to request some forms that was not given to me.
B: oh ok. give me some time.
dad: can no problem.
B: ok so what is it about?
dad: you see, i have been calling for 5 to 6 times. and every time i call, i have been talking about the same thing. every time i speak to the person, i get the point that you people would just say that you would send a message to my email. i have been waiting for quite long already. but i have still yet to receive the message. both parties in here are trying to solve the issue but so far as it is, the situation would just get delayed. it is really difficult for both of us to solve the issue...
the conversation goes on for about half an hour... no point really putting the whole conversation down. all in all as you can see customer service is like lottery. if you are lucky and you are the first person that the customer calls you, it is definitely easier to handle the case. that is typically speaking. however, if the case is not dealt with tactically and with speed, it just snowballs to the next personnel in the customer service sector. thereby, the next personnel receives it and gets the same customer but this time angered by the duration he has to wait. therefore the case gets harder to be tackled with. so the one down at the bottom who receives the call, inefficient in customer service, would just handle the case with difficulty and both parties gets into conflict. worst case scenario they confront each other at some place and things get complicated.
so typically of me, i would not like to get into complicated situations. therefore i would like to avoid customer service jobs as much as possible. but nonetheless, it is a good tool in the future as one venture out into the working sector. haiz as always the world is complicated.
5:33 PM
