We had our CEA session today - It's a one hour audit to a particular call - we rate the way the tech assisted his caller and the overall call handling . It's not a regular barging on calls because we have clients from the US listening to every conversation we have on the room. One wrong move and the tech support person who is being audited could lose his job. The call was great (actually I know the guy personally) and I have high praises on him as he converse really well (he has this "twang") and the call was really pleasant. He was able to resolve the issue and was very professional... but although it was a resolved case, the client was not very happy. He said that the tech should've done this...he should've done that. He should've said this and that... which is true. He even gave him a negative rate because of all the flaws he've noticed on the actual call. In a perfect world, those things should've been done - but we are not infallible. I don't know but maybe if you own a business...you want and you expect everything to be perfect. That's reality of life...in business there is no room for less than perfect service.
I remember the email I received from one of my batchmates in College. At the end of the story, especially if you are working for someone else... maiisip mo, "hmmm...oo nga no, parang ako yung aso..."
A butcher watching over his shop is really surprised when he sees a dog
coming inside the shop. He shoos him away. But later, the dog is back
again. So, he goes over to the dog and notices it has a note in its mouth.
He takes the note and it reads "Can I have 12 sausages and a leg of
lamb,please". The dog has money in its mouth, as well. The butcher looks
inside and, lo and behold, there is a ten dollar note there. So he takes the money
and puts the sausages and lamb in a bag, placing it in the dog's mouth. The
butcher is so impressed, and since it's about closing time, he decides to
shut the shop and follow the dog. So off he goes. The dog is walking down
the street, when it comes to a level crossing; the dog puts down the bag,
jumps up and presses the button. Then it waits patiently, bag in mouth, for
the lights to turn. They do, and it walks across the road, with the butcher
following him all the way. The dog then comes to a bus stop, and starts
looking at the timetable. The butcher is in awe as the dog s
tops a bus by pulling its left leg up and gets in it. The butcher follows
the dog into the bus. The dog then shows a ticket which is tied to its belt
to the bus conductor. The butcher is nearly fainting at this sight, so are
the other passengers in the bus.
The dog then sits near the driver's seat looking outside waiting for the
bus stop to come. As soon as the stop is in sight, the dog stands and wags
its tail to inform the conductor. Then, without waiting for the bus to stop
completely, it jumps out of the bus and runs to a house very close to the
stop. It opens the big iron gate and rushes inside towards the door. As it
approaches the wooden door, the dog suddenly changes its mind and heads
towards the garden. It goes to the window, and beats its head against it
several times, walks back, jumps off, and waits at the door. The butcher
watches as a big guy opens the door, and starts abusing the dog, kicking
him and punching him, and swearing at him. The butcher surprised with this,
runs up, and stops the guy. "What in heaven's name
are you doing? The dog is a genius. He could be on TV, for the life of
me!"to which the guy responds: "You call this clever? This is the Second
time this week that this stupid dog's forgotten his key."
Moral of the story...
"You may continue to exceed onlookers' expectations but shall always fall short of the bosses' expectations."
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