Pkchukiss - Reality Wine

We are always extremely free during the weekends. That is because nobody ever bothers to call during the weekends. They are too busy accompanying their friends and relatives at home, or busy doing their lounging at home on Saturdays and Sundays. Who would want to waste precious personal time on something important like their National Service liability?

These kind of work is usually reserved for the weekdays, so that they can sneak off work for a few hours to spend time on the phone queue along with other similar like-minded fellows. Some use the company phone to do the calling, so that when the bosses come around and ask about it, they can use the law to support their skiving activities. (The relevant law essentially means that employers have to support National Service activities that their employees compulsorily have to take part in.)

But what these people don’t know is the vast number of like-minded people who like to book their physical test just before the closing of their window, so as to procrastinate long enough yet not be late enough to get hauled back to be charged for not taking the test. Therefore, when these people find out that their only available date to book their test is fully booked, they throw tantrums, threaten to speak to the supervisor, and generally attempt to intimidate the CSO by screaming and ranting like small children to get their way.

What these people don’t realise is that more often than not CSOs are their only ones who can help out. Not the supervisors, who will handle the call, and then just ask the CSO to do the follow up. Neither will the other departments care so much, since they are not the ones dealing with people face to face. There is only one face that can help you, and it is the CSOs. Abusing them will not only not help your problem, you will also spoil another person’s day.

CSOs do the coordinating with the other departments, and give you the interface to connect with the faceless organisation. If you slap them across the face because the rest of the organisation has let you down in some way, there is no other way for you to get things done with the organisation. Writing in will only reach another CSO, and if you are unwilling to deal with them, then there is absolutely no other way around it.

Besides, there is an incentive for CSOs to do a good job. All calls are recorded, and will be monitored for quality assurance, so there is absolutely no room for rogues who are not customer oriented. The remaining ones are dedicated people who really want to help solve your problem, so please don’t treat them as if they are the ones who have let you down, even if the organisation may have done so. It just isn’t their fault.

Imagine, during a busy weekday, the customer gets put into a queue of more than 40 minutes, with many other customers in front of him. The customer does the waiting, but remember, the CSO is constantly busy with another customer, with no opportunity of rest until the entire call queue has been cleared. It seems strange to me when someone screams at me for the queue machine’s keeping him on hold for 40 minutes when I have been working non-stop the entire day just to try to clear the call queue.

Neither does it help make my day.

Filed under: General