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My cat is a star but she doesn't know yet

It started with this:

Then this...

and then this:

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There is no dead end in customer service.

In one way or another we are living the double life as the service provider and a customer. 

Being a customer service provider doesn’t just mean that you have to be working in a call center, answering customer queries via email using templates, or as a cashier at a fast food chain. The moment you answer someone’s question, the time you open and held the door for an elderly and helped them cross the street, when your mom asks you to wash the dishes, or even when your best friend borrows your car – you are providing service.

In a professional setting, there are indeed times that we cannot fulfill our clients’ requests and/or demands. We have policies, processes, and even verbatim to follow which is strictly based on our trainings and knowledge management system. Scripted or not, how can you say no without the customers going irate, nor having a markdown in QA? 

It’s not WHAT you say, but HOW you say it.

Politely decline if you have to, and anticipate the “Why?” right after.��

If you have absorbed the lessons during your training or even from your past experiences, you will be able to explain in detail why you’re saying no, or why you can’t fulfill their requests. When I say explain, tell them the truth and don’t be shady. But make sure that you don’t put yourself or your employer in a bad light. Positive scripting is still important. It’s like telling the customers to look at the bright side because there is always one. Some just tend to ignore it because its not how the way they see it. Explain what they need to know, not what they want to hear.

Think outside of the box. 

Provided that you have already exhausted your resources and you’re still far from getting a 9 or a 10 in NPS, step back and think as the customer. How would you like your questions be answered, and your requests done? For sure, at any time, you know what to do (or want done) if you put yourselves in their situation. If it is beyond your control, seek assistance from someone who can possibly help.

Moving on, I hate to break it to y’all but customers are not always right. But as customers we always have the right to vent frustrations, complain, suggest, leave a feedback, and comment on the products and services we receive – nicely. As customers we do not have the right to be impolite, shout at, be rude, insult, nor degrade the service providers. Remember, we called or asked them for help. We are the ones who need something from them. We are the ones who do not know something and we are seeking their assistance. 

For example, engaging with a customer service representative over the phone because your internet/cable has been cut because you have overlooked your bill due date. If you plan to be a Karen on the onset of the call because it worked the last time and they have reinstated your subscription even without a payment, think again. Most of the CSRs are stressed out because they’re like sponges and shock absorbers of strangers 7-8 hours daily. If you have chanced someone who is so burnout, who knows what will happen to your personal details. Your full name, address, your birthday and any details used for verification are all visible on their end. This is the part where I tell you you may not know who you’re dealing with. Also, before you think otherwise, if they’re naughty enough — yes, they can. I know stories of real people who did. 

But anyhow, probably the key takeaway from all these blabs is be human. We do not know everybody’s struggles, but we all have it. We have challenges, obstacles and battles to beat/overcome. Those are normal, known and present in our daily lives to make us stronger. Use the experiences gained from it wisely.

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Drained

[Originally posted on JULY 21, 2021 ]

I rushed my mom twice to the ER the other day (7/16/2021) due to her complaining about an excruciating pain on her left side.

I woke up with her moaning in pain around 7am, so I immediately got up and packed a lot of disinfectants and my laptop (I had to work) and drove to 2 goverment hospitals’ ER. The 1st one just referred us to the 2nd, the 2nd just prescribed meds. They were prioritizing COVID patients, even though their ERs are empty (shoutout to the 2nd which is QCGH). I’m not going to comment on how they handled our situation because I know they have their “reasons”. Since Mom was still in so much pain, we went ahead to Capitol Med. Yes, I know it is private and expensive but fuck it. It’s Mom.

We arrived at around 11am (I had no concept of time, I just wanted the day to be over) and we were immediately attended to. Mom was hooked up to an IV (omeprazole at first, then liquid paracetamol), blood works, urinalysis, and xray were done. When I asked her, she says the pain was level 8 and went to intermittent. There were also times that it goes away. According to her urinalysis, they found specks of blood, so they Rx’d Mom to be CT scanned for suspected kidney stones. During that time I kept on asking her if she can manage the pain, etc. She was like meh, and we were already given prescriptions so we decided that we will sign the waiver to not perform the CT Scan at that moment (the reason and backstory later). We were discharged around 4pm.

I was able to settle a bit when we got home and go back to working. Not even two hours later, Mom was again writhing in pain and she was crying “Lord, please make it stop.” Her pain tolerance is so high that seeing her in that situation was very alarming, so thats when I decided to ask my sister to call an ambulance (I was no longer in the right mental and emotional state to drive at that moment) while I prepare the stuff we need in case she gets confined.

We were brought again to Capitol Med because at least they already know us, the guard was literally like “Uy, parang kanina lang…”. We agreed to do the CT Scan and results says the pain is caused by kidney stones.

Also, even though my Mom doesn’t feel anything, they saw an 8x12x12 benign cyst on her right ovaries. While the doctor assured us its nothing and can be treated easily, they referred us to an OB GYN, who explained the next steps for treatment to us.

Honestly at that point, I hear garbled messages. I can no longer process anything because all I worry about was how the fuck am I going to pay for the hospital bills because I am super bankrupt.

The Backstory: I was retrenched in December 2020 and we were trying to survive off my separation pay (which isn’t that big amount so if you ask me, no I didn’t even have the chance to enjoy it). In April 2021, I got a freelancing job and I am in contract until December, which I am very thankful for. But what I earn is just enough for the utility bills and monthly groceries for 3 people. Yes, I also have been the provider in this house.

I only have Php 1,000 ($20) in my bank account. I have 2 credit cards that I have not been using and been paying off so I can cut it.

But I had to. I maxed out the limit of my first credit card to settle the hospital bills during our ER Visit #1. I had no choice but to do the same for my second to pay off ER Visit #2, not to mention the prescribed medicines worth 2 weeks. Oh btw, the OB GYN consultation fee needed to be paid in cash, so yeah goodbye 1k. Before, I psych myself bankrupt but I still have like 10k+ in the bank. But now, I am literally, really, very, zero balance.

At this point I am not sure how will I be able to bring her to a urologist, another OB GYN session and possible operation.

Well, going back to the main story… we got home around 12am. Mom was still in pain but at least we know the cause. Also, the pain reliever works so Mom was able to sleep enough.

I am still mentally and emotionally drained. Most of all, financially.

So that’s how the day went.

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Is ghosting just a thing or part of the process?

[FYR: Originally posted in August 2021. Edits have been made. This is just a repost from my Wordpress site. ]

Regardless of the results, we appreciate any feedback. I mean, I know people who get frustrated when their partners do not reply to the “Have you eaten?” question.😅

As someone who’ve sent more than a hundred job applications, I have only gotten +/- 20 templated emails telling me that they will not be moving forward with my application because they have found the individual more fit in the role. It is not as detailed as I would’ve preferred, like indicating the reasons why I didn’t get in, but at least I got something compared to getting nada after exerting efforts doing 3 interviews in each company (1 over the phone and 2 via Zoom).

It is still important NOT to ignore or “ghost” applicants when they did not pass the job screening process. Why?

Feedback can help job applicants gauge what they need to improve on. Like how they answered in the interview, do they need to gain more experience for their desired position, etc. However, I completely understand if those info are unavailable because there might be 1 position with hundreds of applicants. But something is still better than nothing.

We want to know if we can move forward in trying to reach our professional goals with other companies. The recruiters may be aware that we also submitted CVs to other companies with job listings. But we prioritize those who respond and give feedback first.

It says a lot about the company. If we cannot be given simple feedback, how shady are the processes, policies, etc they have in their company/industry? I guess we’ll never know.

We have exerted time and effort. All applicants deserve to know what’s up. We just didn’t click the “Apply” button, attached the required files and hit on “send”. Aside from mentally and emotionally preparing ourselves, making multiple revisions to our CVs, most job listings/openings have cover letter requirements, questions to answer, and forms to fill out (wherein the answers to the questions btw, are all indicated in the resume you have to attach before submitting).

For our mental health. It eases the anxiety we had in submitting applications, as well as while waiting for any kind of feedback.

These reasons or thoughts are all mine. If you’re a recruiter and you find these somehow offensive (for lack of a lighter term), maybe it’s time to make a suggestion to update your hiring process, if you have any.

After all, even in real life, we don’t want to let anyone hanging (like who would want that? 😏).