Thank you for calling ** ***** ****, my name is Nicey. May I have your name please?

I had my first call in the new account I’m currently working with. The issue I had on my call was configuring the incoming and outgoing server of my caller in her Email client-no brainer. However, as discussed by our Trainer, we need to unlearn everything and follow their own process.

I was tempted to set it up with my caller but I gave her two options: first is to do a conference call with her ISP and second is to charge her as I transfer her to our another department who can assist her in setting up her email account. She agreed to transfer her call to her ISP and as I tried to make a warm transfer, I heard from the voice prompt that her ISP support specialists are open during business hours. HAHA.

At least, if it’s out of our scope we do not tend to find our own resolution to help our callers-which is good. There’s only one process that we’re going to adhere-which is better.

As I was anticipating for my call, I was scared that I might use the opening spill that I used previously. I’m happy to say that I didn’t make any boo boo moments with my first call but I know there are a lot of things that I will encounter in the coming days.

This is it.. I just need to stick with the rules then learn to play it on my own. This is the greener pasture that I decided to plow with. I’m a little bit scared but I know I’ll get the hang of it. Change is good.

BTW, I finally learned how to fall out of love from someone who never loved me in the first place. There’s no other person involved or whatever. It’s just me-which is good. Isn’t it?

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