dont cry over spilled coffee..errr..milk!

my work can really be so toxic. the moment i log in...queueing starts. it can really bring sore to my throat. that's why my ever reliable starbucks coffee mug is right beside me..(i love the combination of cafe mocha/cappuccino/creamy chocolate). With coffee close to my reach... i can sip it... when... my throat gets dry...gets itchy...gets irritated...When large volume of calls come pouring in.. i always wish the clock will start moving fast so i could already take my break...to relax...and sip more coffee...then pee. There was a time when i hoped there would be system breakdown so i can just advise the customers to call in after 30 minutes.

One time...i really felt so harrassed. Lunch break was heaven to me! One hour of not taking calls.i went to a Japanese resto just a few steps away from my office.didn't talk to anyone.wanted my voice to rest for a while.i even just pointed my meal order.tempura.after a quick lunch, i dropped by at 7Eleven convenience store and had a kitkat.alright!!talk about taking a break!

after my one hour lunchbreak,i went back to work on the floor.i secretly wish for the customers to stop calling that day.whoever said "be careful what you wish,they can come true" is right.correct.true.the following 4 hours that day was idle.in an hour, i only received 3 calls.i was supposed to feel good.well, it turned out, i got bored... i even felt so sleepy. you know the feeling of wanting to sleep so bad and you can't because you simply cant and wont be allowed? one more thing... "more calls..more money" my wish was a big mistake..HUGE! well, i cant cry over spilled coffee....errr...milk.

cloned credit card...HELP !

august 11,monday. i so hate this date... my shift ends at 3pm. we are allowed to go idle 2 minutes before 3. unfortunately, i received a call at exactly 2:55pm. my average handling time per call usually lasts 3-5 minutes. that's an ideal call time. more than 5 minutes will mean trouble. one 'bad trip' is what i experienced on that date.the cardmember's account was used fraudulently. there were several fraud charges made. face to face transactions, phone order, online charge, card swiping, etc. the cm's credit card was not lost and was not even stolen. it's in her possession. so unfortunate was she because her account was used fradulently. as expected, the caller was so upset. i explained to her the case of counterfeit.

Counterfeit credit cards are fakes that have real account information stolen from victims. Often, the victims still have their real cards, so they don't know a crime has occurred. The cards appear legitimate, with issuers' logos and encoded magnetic strips. Criminals use stolen account information to create counterfeit cards or to charge items over the phone or the Internet. Counterfeit cards often are used just a few times and abandoned before the victim becomes aware and reports their misuse.

after further explanation, i informed the CM that i need to cancel her card and issue a new one with diferent number.BUT... she wants the impossible. she doesn't want a new card. she demanded the security block on her account be removed.she wants the fraud charges be credited back right away. she wants to continue using her card the soonest time possible. i told her about the possibility of the credit card being used fraudulently again. surprisingly, cm started screaming on top of her lungs, kept talking, shouting, cursing. she even will file a complaint against me because i was not being helpful. she refused to listen.

i did what's best. i cancelled her card. advised she will receive a new card in 14 business days.that's it! the call lasted for about 25 minutes. she got my name and employee id number and threatened that she will make me feel sorry and i will soon be jobless. my supervisor was actually beside me while i was on the phone. i got a tap on my shoulder. he said i did the right thing. the cardmember will soon realize that i was right all along.

whew...!

...online fraud charge..omg!

one of the sad experiences i had with one of my customers happened a week ago. she was in her late 70's.. she regularly uses her card to a grocery and convenience store. unfortunately, her credit card was used fraudulently. the old lady was surprised to see her billing statement with some charges made online. she complained because she had absolutely nothing to do with it. she doesn't even know how to use the computer. some purchases were made at Apple ITunes, some were from Victoria Secrets and others...from Computer Software Store.

i told her i would take care of everything. i wont let her be responsible for something which she didn't make.however, i asked her where she keeps her card. she said it's always inside her wallet. she never let it slips away. frankly, i told her that the person who did it was someone close to her. it may be a member of her family . i explained that even if she has the card, purchases can be made... internet transactions can be processed . one just needs to know the exact account number.

she was so depressed. she was so scared. she can't actually pinpoint any members of the family. she was unsure who's capable of doing it. the fraud charge was so big. what i did was cancelled her card and issued a new one . it's the same account but has a totally different number. this is the only way to prevent the fraud charges from happening again.

i advised her that we'll work on it. we filled up a form for investigation purposes. she only has to give us time to process everything. we have the fraud investigations team to take care of it..i assured her that all the fraud charges will be credited back in her account. however it takes some time.

the old lady was so grateful. she called me sweetheart. she said i was so sweet and she feels safe while talking to me. her kind words made me feel good. she reminded me of my own granny.

how can someone be cruel to an old person? i suddenly remembered my fave show.."my name is earl".. karma.. when you do bad things to other people.. it will come back to you.