The Queue

I've been working the queue of customer cases for about an hour now, and the team has demolished it down to zero - so I have some free time.

Yesterday was a little rusty coming back from the weekend in SD, but the morning went surprisingly well on the phones. Little did I know the afternoon would be tremendously more difficult. I'm learning to IM/chat with fellow support agents for assistance, at the same time as guiding the phone conversation with the customer. It's like learning to walk and chew at the same time. Eventually it will become second nature, but for now it is challenging!

I'm learning to eat a lot of "humble pie" and not take it personally when the customer gets frustrated with me. I've been able to have this perspective mostly from putting myself in there shoes: I would be frustrated just like them if I was having an issue with a product!

Getting to rotate with CCRP has allowed me to walk a mile in the shoes of both the customer support agents as well as the customer. I have a completely new appreciation for both stakeholders!