affected no more by insults

this is not a good day for me. i experienced another insult by one of the clients/cardmembers. it was actually a transferred call from the customer care department. the caller was already blowing his top and he got more aggravated when i handled the call. he doesn't like the idea of talking to so many people and being transferred several times. before i ask how can i help, he started saying how incompetent my company is. how inefficient all the employees are. i let him do the talking. he threatened me by saying he is going to close the account. all the curse, all the insult, the screaming and shouting on top of his lungs. i embraced them all. he noticed i just kept listening and never butt in. after he got tired of talking, i asked again how can i help. the issue was so easy. he wants the charge on his account be credited back because he already paid cash. i just informed the CM to let the merchant call us and everything will be taken cared of. the merchant should be the one requesting fro reversal and not him. that's just it. he then realized how stupid he was for getting mad unncessesarily. he ended the call by apologizing.

relay call: go ahead

the kind of call i wish i wouldn't get. unfortunately, i had my own share of it. relay call. it goes like, a representative will type in all the cardmember wants to say and read them back to me. i don't have contact with the caller. it was the other rep who relay the message. i, in return will respond and that will be typed as well to let the caller understand what's going on. every message should end with "go ahead". the message normally takes longer than the usual. sad to say, mine lasted for nearly 30 minutes. there was a time when i forgot to say "go ahead and the rep on the other end was still waiting for me to say some more . only then i realized, i have to give the "go ahead" signal. sigh. a simple call, nevertheless became complicated because it does not only involve talking but writing as well. oh how i wish i wouldn't get any of this kind in the future.

ooopppsss.... i did it again!

all it takes is patience. plus warm & friendly tone. it has been like almost two years since i last recieved a commendation call. lately, i have been an irate agent because of the pressure and tension during the last season. Luck it is.... The call i received was a fraud application... The onset of call was a complaint. My caller was so worried because someone else opened an account using her name and other personal info. since, the account was just opened a week back, i immeadiately informed the caller that i'll make sure that she wont be held responsible for it. i made her feel secured, knowing she was so afraid and so worried. after giving her the assurance, she was so delighted and thank me for being helpful. i already said goodbye however, she requested to speak to my supervisor. we cant say no to the callers if they request for a manager. i escalated the call to my manager only to find out that i got praised. A COMMENDATION CALL. the caller appreciated me for giving her good custoemr servie..wheeww.... yes.. i did it again.!