One More Day To Go
And it can't come soon enough. Had a crap day today. Locked out a customer the other night for using someone elses CRN she wanted help with a transfer didnt get that and I didn't get to register her and she complained and said I was rude to her.....
I remember the call and I did explain terms & conditions to her, and try telling her look, it IS a joint account I can help you but..... and she either just didnt hear me or wasn't interested at the time and unfortunately....it's come back to bite me. I wasn't screaming or yellnig or getting agro. I was telling her calmly.
I know I would have offered to register her because it is a standard thing and I always do check that stuff. I definitely remember telling her that although it was a joint account she still needed her own log in and I tried three times to explain that I still could help with the joint account she just wasn't having a bar of it. Just annoying because now it means I have three complaints on file. I have the one from June when I had to refer someone to a branch and also the call I had to escalate in May and now one in August. Doesn't look good. But my TL said not to let it upset me or worry about it. She said absolutely none of my monitoring had picked on me for my tone or anything. If it happens again though they will need to look at things a bit more though I suppose which would be fair enough, it just doesnt seem quite fair because I remember the particular customers and the one I escalated YES I was bad, but the other two are rubbish I was doing my utmost to maintain a polite tone and have done ever since bloody getting screamed at infront of everyone.
Again my TL assured me I am a good team member and that there were no other problems (at present anyways). I guess that is consolation. I have had a lot of mail compliments which will reflect ok hopefully. I was just a little upset by getting called in to discuss this today. I don't want to have a fuck up like in Japan. I am not being harrassed on top of it all here so it will be quite crushing if this job goes sour. I asked her if other people had complaints happen like this and she siad not in our team, so that wasn't too pleasing to hear. But she said from walking the floor she wouldn't be surprised if others did get complaints....I was like well, what happens now and she was like nothing, we just needed to address it with you and it stays in your file, you're a great team member blah blah. DOH bugger bum poop
Still getting put on mail so all is good.
ok enough ranting. looking forward to Sydney and the birthday party I am going to on Saturday.
I remember the call and I did explain terms & conditions to her, and try telling her look, it IS a joint account I can help you but..... and she either just didnt hear me or wasn't interested at the time and unfortunately....it's come back to bite me. I wasn't screaming or yellnig or getting agro. I was telling her calmly.
I know I would have offered to register her because it is a standard thing and I always do check that stuff. I definitely remember telling her that although it was a joint account she still needed her own log in and I tried three times to explain that I still could help with the joint account she just wasn't having a bar of it. Just annoying because now it means I have three complaints on file. I have the one from June when I had to refer someone to a branch and also the call I had to escalate in May and now one in August. Doesn't look good. But my TL said not to let it upset me or worry about it. She said absolutely none of my monitoring had picked on me for my tone or anything. If it happens again though they will need to look at things a bit more though I suppose which would be fair enough, it just doesnt seem quite fair because I remember the particular customers and the one I escalated YES I was bad, but the other two are rubbish I was doing my utmost to maintain a polite tone and have done ever since bloody getting screamed at infront of everyone.
Again my TL assured me I am a good team member and that there were no other problems (at present anyways). I guess that is consolation. I have had a lot of mail compliments which will reflect ok hopefully. I was just a little upset by getting called in to discuss this today. I don't want to have a fuck up like in Japan. I am not being harrassed on top of it all here so it will be quite crushing if this job goes sour. I asked her if other people had complaints happen like this and she siad not in our team, so that wasn't too pleasing to hear. But she said from walking the floor she wouldn't be surprised if others did get complaints....I was like well, what happens now and she was like nothing, we just needed to address it with you and it stays in your file, you're a great team member blah blah. DOH bugger bum poop
Still getting put on mail so all is good.
ok enough ranting. looking forward to Sydney and the birthday party I am going to on Saturday.
