September 4, 2006

Patience Is A Virtue

Sure, I know that. That has always been my motto eversince I started working here.

But sometimes there are callers who push me to the limit. I hate arrogant people. Those who talk as if they know what they're talking about. Why are they calling for help if they know better anyway? I swear I'm trying to be helpful as much as I can because that's my job and that's what Customer Service is. Everyday we get tons of calls from people who need help in activating their software. We troubleshoot activation issues and not all of them even know the difference between activation and registration --Hell, yeah. Can you believe that? These words are supposed to be self-explanatory.

Last week, I made a customer cry. I felt awful! But don't get me wrong, okay? I wasn't apathetic the whole time I was talking to her. I even showed her enough empathy. But she was raving mad and kept shouting at the top of her lungs just because she was on a rush to finish the project she was working on. Dammit! Is it my fault that her computer kept crashing on her? For the record, she's violating the end-user license agreement and was activating the software on more than two machines. And she had the nerve to shout at me?!

Yes, I am strict. And I don't like giving exceptions to people who don't even know how to say "please". If you need help and want to be granted an exception, I would be more than happy to help. I could even break the rules If I have to. BUT YOU HAVE TO BE NICE! That's the least you can do. Just be nice. Don't shout. No bashing. No Cursing. Show some respect. That's all I ask. Otherwise, I will stick to the rules and won't give a shit.

Anyway, since she sounded so desperate -- I gave her what she wanted. I could've given that to her earlier if only she were nice enough to give me the respect that I deserve. The tone of my voice was firm but I was never rude. Then she finally came to her senses, calmed down and apologized. I even helped her install the program eventhough it's beyond my job description.

And after almost an hour of dealing with a brat like her, the call finally ended. What a relief. Whew!

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