Bad calls, bad calls..
Sunday, March 04, 2007
Past few days, the call has been very bad. Don’t know why all the machines ran out of order. So many calls need to clear. And I was so angry on Thursday, pet logged in an urgent call at 4.30pm. The engineers knocking off at 5.30pm. And before that, there are 40 outstanding calls. She expect me to forget about the 40 calls earlier and attend to her urgent call. Oh man. Feel like screaming at her. And every time when customer called to chase, she didn’t even bother to inform me.
On Friday I looked at the calls at the end of the day, scanning through what are the calls that I can get the engineers to go on sat. I saw one maintenance call. Customer has called on Thursday morning to chase, as the machine got problem. Pet is the one that took that chase call. And I only saw that chase note on Friday after 5.30pm.
Maintenance call I won’t bother to check the status as there is no response time, and the machine usually don’t have any problem at all. So I will take my time to arrange and won’t check on them. So on Friday got so angry la. I let Cas look at the chase note. She was angry also. Then she told me what stupid mistakes that pet did to her board. And we can’t really blast at her, cause she’s the team leader ma.
These two days the calls been really bad. Got more than 5 urgent calls to clear. And also need to call all those customers that we could not drop by and service the machines. Of course, scolding is inevitable, but really need to bear with it.
On Thursday, the whole system down. And Cas and I worked the later shift, so we need to be there to pick up calls. But we also have dispatching work to do. We find it very unfair, those colleagues that are not working the later shift can just aux out and go out and use the computers to dispatch and Cas and I need to stay back in the office to listen to calls.
But Joey is very nice, although she is not supposed to work the later shift, she took the initiative to help Cas and I to take the calls and let us go out to do dispatching too.
Despite of the high calls, really thank God that the engineers are very helpful, they are willing to work OT to help clear the calls. Really thank God to get to know all these engineers. 3 cheers for the engineers!
And another ‘helpful’ person is the engineer’s manager. He really failed to be a good customer service manager. The calls are so high, didn’t see him do something about it. And when there are many urgent calls, I need to call the engineers one-by-one, to ask them whether can help to clear the calls. Talk until tired sia. Then on Friday, I was the one who do all the planning all by myself, what he did was to step in and see the board, look at who is working on sat, and leave. Then when he come in, he ask me whether there were enough engineers to work on sat. then I said the situation is quite unpredictable, might not have enough engineers. Then he ask me to call the rest of the engineers. Hello~~ is supposed to be his work loh.. Ask me to do it.. And some more is after 5.30pm, I am supposed to be concentrating in listening to calls. Not supposed to call out.
Then when I called one of the engineer team leader, his phone is not on. Then I feedback to the manager. He just said, ‘ya, maybe he’s still in Malaysia. Never mind loh’ then he just walked off.
Erm, the situation now is that there is a lack of engineers to work on sat. all he said was ‘never mind loh’.
I think I can take his salary too.
Thank God on sat, the engineers are very willing to help. All the Saturday calls are cleared. Haha..
Very irritated by this department.
Hai~~ anyway Cas and I thought of a brilliant idea. We are going to surprise lulu during mid May. We decided to go to her at mid May and tell her that we are NOT going to continue the contract. Haha.. I think that will be the most enjoyable day man.
Really looking forward for mid May to come. Haha..
&lovin' Bb at 10:37 PM♥
Name: Manman<3
God's Little Girl, Bb, Dance, Love, W16, Paint, Food, Sleep