| | Firstly wanna wish Nizam a happy 22nd Birthday. Not that he reads the blog but to remind myself of future birthday. He was very sweet enough to put it on his facebook status for nana's birthday and ring me up asking to bring nana downstairs cause he has a present for her. He didnt but he did buy nana tidbits at 7eleven the next day and played with nana...
Pictures of Nuryna's 4th birthday is posted at facebook. View them here.
I am feeling very cranky and sour. I lost my voice on Wednesday. Very cute. Neighbour was asking how am i, how is nana and i croaked a, "we are fine thank you." Yesterday morning was quite okay, because i did sound pretty excited upon hearing a very good news from Silly.
But shortly afterwards, trying to do my normal morning routine in the office, i couldn't breathe. Jamal and Iris of course noticed i had turned pale and quiet. Quiet is strange enough for them to sense something was wrong. I finish my task and whispered that i had to see a doctor. Jamal accompanied me to the doctor seeing that i wasnt stable. Doctor didnt think i was getting an attack because i wasnt wheezing. (i dont know how he knew because he was checking my breathing very quickly.. everyone in the office is abit freaked out by the company's doctor.) He did ask to monitor cause i had all the Hini symptoms but i didnt have a fever.
Mom MMS me a pic of Nuryna wearing a mask (with her amused face) at Dr. Kai's. My daughter caught the flu too.
I went home and Little girl jumped out from mother's room exclaiming, "EH! YOU GOT HOME EARLY! WHY NEVER WORK?" so much for her being sick.. Really how do kids do this??
Both of us took our medicine and took a nap. Mother ordered pizza for dinner and i had to whisper to everyone.
i cant talk properly. I have to say word by word so people would understand. (happened at work and iris and joshua had to shush me and told me to save it till i got better. Even at one point i stop talking and said, "I. Sound. Like. A. Retard")
Then again the irritating mood had to be blame because of the bloody hormones. i wasnt feeling well already and i am mad for no apparent reason.
Thankful that mom closed one eye and let me rest and Nuryna was being very good. She was talking to me nicely and very manja-ly, "Mum-my.. can i have milk, please.." I had to whisper most of the time and by 9pm, she started to reply in whispers too. Very cute. and she was also my screamer. I told her to scream for my sister and she did so, "AAHHH DIIIKK!! AHHHDIIIKK!! OHHH AHDIIIKK.. DATANG SINI PLEASE! MAAAMAAA PANGGILLLL!"
OH.
When i am a customer i am a big asshole. Lily, Shazila and Wani are amused and abit annoyed about my "customer is always right" mood.
at one occasion, Lily and i was in Charles and Keithe (squeals!) and no one was attending to me. and i saw some of the sales person standing around checking their nails and what nots. It was crowded and almost most of the customer already had their shoes and trying them on.
I called to one, nicely.. ( i said Excuse me! ok) and asked if.. i could get a feedback form and a size 5 for this shoe, thank you. Lily at my side, hid her face.
I should start bringing a pen where-ever i go.
Oh. i believe in karma too. and i do send out a couple of compliment email to services i was pleased with. And yes, when i shop, i usually look at the Sales person's name tag, just in case.
I am a big asshole of a customer because i work in a customer service line, where YES, my customers is always right. I was taken aback when i was sent to do a course on how to handle irrate customers. But my sups assured it was just "one of the courses". it did do me good laa. and of course what you actually say matter. I dont face my customers which is a good point so i can dig my nose and "yes, mdm we do appreciate your feedback" and insert a polite corporate laughter for good measure.
If the line got cut off, i'd call back and apologize, "Sorry, sir. i think we got cut off..."
I was appalled when i was talking about booking stuff and the other line got quiet and then followed by a muffled, "hello, mdm are you there?" i said i was, and had to ask, is it my phone or your phone that is not working? The bloody CSO said to me, "My line is fine. i think its yours.." SOOO, i asked, "are you saying my phone is bad???" isnt there a better way to say perhaps my network is bad or just shove it and agree that yes there seem to be some problem with their line. Rather then blaming it is mine???
I am not saying that i am a prize talented CSO. Honestly, we all are human beings. But being rude as a service operator is damn bad. i do have my moods too. And believe me i have been sarcastic and grumpy to some of my customers.
I experienced the worst service while i was on the line with Dell Tech support!
1800 lines are the worst because it seem like they are not paid properly because of the free toll line!
and 1900 lines have the longest operator system which goes on and on about pressing which number for which service! i swear 1900 is the best customer service cause they all sound bloody chirpy. I mean why not, we are paying 40/min talking to them.
Firstly i made a report and wondered if i could do the "repairs" on my own. I told Eric (see i shall remember their names and bring them to hell), i am a technical geek so he have to guide me through.
He paused so many time i had to ask if he was still there.
I even had to ask if there is anything that can help to solve the problem! then he started saying no. then i prompt somemore then finally he said, yea he can send someone over to solve it.
I told him i had no CD-drive and of course he knew because i have given my express service tag.
He said, Yea.
PAUSE.
Ticked me off right there. "Soo.. i have to get one right?"
"yes." pause.
He was like that the whole time.
"Can you buy one for me then?"
he didnt expect me to say that. Obviously. and started to mutter that Dell doesnt supply External Cd-drive.. (do they? now i have to check) and that i have to get one myself. Maybe sim lim, he suggested.
Ok i calmed down and said good if they want to send someone over.
He said yes he will send someone over and he kept quiet again.
Honestly, i was beginning to think that he was chatting or even playing games while he was on the line with me!!
"wouldnt you be needing my address?"
YES. PAUSE
OOOOMMMGGGGG!!!!
So he took down my office address and wondered which area i was in. Fort Canning? Clark Quay? mohamed Sultan? Doobie Vot?
What was the last one again? i asked
He repeated all he areas.
AH. he wasnt local...
SETTLE ALREADY hor!
ok.. nvm. i will get the cd-rom drive. and Roz's husband said there is something that is spoilt inside and thats why he couldnt reinstall the software. i dont get it. but oh well..
so i called them again yesterday.. because i wouldnt be around in the office today. which is supposingly the appointment day.
I called to change address. and i was in my croaky voice ehhh
i was already expecting dissapointment because it usually would take 3 working days or shit like that to change appointments and such.
the guy who answered sound friendly and i was very pleased.
so i told him my problem and he said unfortunately if i want to change address, he has to push the date away. I totally understand that.
So it would be on Monday.
I asked other than the CD-rom drive, does the technician need anything else.. like a power point. because if he does, there is no way he could do it at my office. my office is way out of bound because of the services we are handling. its top notch confidential! and it wasnt like my father owning the company and me letting a stranger in to do my netty!
i explained to him the situation. and then he asked me again if i do want to change the address, it has to be on monday.
I calmly told him that is impossible because if he changed the address, i wouldnt be at home and if he pushes the date, i would be in the office so there is no point of changing the address. is there any, ANY possible way that he can try and see if he could change the address and do it tomorrow the original appointment date? I do understand because of the areas and such that it would be harder but if it is possible, could he try and do it for me?
My question was a straight Yes or No. COULD HE TRY?
He began to raise his voice trying to explain about the areas and that if it is already booked there is no way he could change the place. He said something about the parts already being at the Dhoby Ghaut area so changing it would be a problem.
Didnt i say i understand the bloody situation? And i was like, EH, does this mean that the other areas didnt have this "parts"? thats outrageous!! It was a simple problem.. Most prolly there is something wrong with my hard ware. or worst to worst a motherboard problem. And all the technician to do is REBOOT the fucking netbook or replace my motherboard or my hardware, right?!
Isnt Hardware or the motherboard an important and easy part to get?!
if they didnt have a service centre in singapore, most probably there would be one fucking office somewhere in singapore that is handling all the technician problems. So even if i do change addresses what fucking problem do they face? its not as if they have outlets that they need to change appointments with. I would still stick to my day and my time but only a change of address, WHAT!
He went on and on. and i got pissed so i said, "HOLD IT!" in my croaky voice,"WHY ARE YOU RAISING YOUR VOICE TO ME?"
he didnt apologise but repeated what he said. this, by the way you customers out there, is a CSO biggest mistake. The operator would try to make you listen to them but they are using the same reason in another sentence. Because they wont do it for you.
I told him, look i understand the situation. ok. fine if you cant change the address. Just push the date to monday and i will try to see what i can do.
He asked me again if i want to change the address for monday.
OMG is he dumb?
SO i repeated what he said and what my problem was. "if you changed the address for monday there would be no use because i cant let your technician to come in my office. and since YOU cant change my address for tomorrow, just let it be!"
I was sooo tempted to use fuck, fucking, bloody for every third word i said. I dont believe in using crude words, wouldnt wanna sound unproffesional now, do i? (if i was so careful in my everyday life like i was on phone, i would be a very nice person)
So he changed it on monday and asked again about the address, i told him calmly, just let it be and i will discuss with the appointment side for the address and timing. Asked for his name and he gave me his last name, ONG. ONG WHAT? he spelt out his name and i figured out no use writing because i surely know the whole conversation was being recorded, "for training purposes." (which obviously meant if any complaints that come in they will investigate to see if it was their mistake or the customers being troublesome)
Later in the afternoon i called them up again and decided to just do it at home and let my mom look at it.
i think the CSO have marked me a big fat asterix on my service code.. because the greeting was friendly until i mention my tag code... HAH!
well i feel better now. and yes.. i am a nightmare as a customer... Look at it this way, i already fucking know how most of you people work. EARGH!
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| | Posted 7/31/2009 3:38 PM - 11 Views - 0 eProps - 0 comments
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