Need to die.

Been awhile since I updated. I suppose one must keep you people entertained.

My co-worker told me a really funny story with an elderly customer yesterday. It went something like this:
"What channel is the football game on?"
"Channel 19, go ahead and press 19 on your remote control now."
"Okay. "
*Co-worker hears phone tone for 1 and 9 go on his headset*
".... Ma'am, on your tv remote control."
"Huuuh? Okay."
*Presses 1 9 on the phone again*
"MA'AM, NOT THE PHONE, THE REMOTE CONTROL. YOU'RE USING THE WRONG DEVICE."
"Uhhh, okay."
*continues for 3 more times*

Hahahaha. Man that is good.

So today, I had 4 calls that lasted an hr each. I can recall them all:
1) Chinese SS installation call. Holy, that took a long time. And it's the first time in like 3 months I've had a SS install too. Haw.

Trying to teach a chinese customer how to copy and paste is the dumbest thing I've ever tried. Tried for half an hour and eventually gave up. God why does our subscription code have to be so complicated for our customers?! I don't understand how hard it is to copy down a key right and then paste it in... but whatever.

2) Follow up call sent to me by a supervisor. Customer had one outlet not working. Strata blames us, we blame strata. Hmm.

They've been handing me more and more follow-ups lately. I guess it's cause I do such a thorough job for each one. Oh well, that's the one thing I don't mind since I'm allowed to go into break 7 to make it. Plus when you're the one calling the customer, they're less prone to tear the skin off you versus if they call us. Usually, the people who know how to send us emails are more technically apt than the people who phone anyways.

3) Triple play bundle signing up :D! My first phone work order ever. That's awesome. Mmm, the guy wanted to sign up for cable/internet/phone. It took me an hour, but man I made like 22 bucks commission on that call. On top of that, he accepted e-bill as well haha.

4) Persistent chinese customer who WOULD NOT let me off the phone unless I did an overbook for him for a service call. Holy cow. Then again, I wouldn't have even considered it if it hadn't been for his TV screwing up further after some suggestions from one of our TSRs. Wasn't the TSR's fault (surprise surprise). Bad stuff can happen when one tries to help bah. You can't really say much to that either to make the customer feel better. In the background, his wife was like screaming to her friend about how bad we were hahaha.

So yeah, only 19 calls today. Man. That's kind of depressing. At the same time, I really don't know how some of our reps get 40+ calls a day. It's insane. I don't slack off THAT much, unlike some TSR 2's *cough*. No names mentioned of course.

Hopefully tomorrow will be better.

Backtracking.

Yeah so back to yesterday, I had screwed up my first no dial tone service call yesterday. It wasn't pretty. I had gotten confused with the whole process since it got sent back to me, and I forgot to send back the reply email even though I thought I had. Long story short, I messed up, and the customer called back and it got escalated to a supervisor.

So I called the customer back, and it went something like this:
"Hi, this is me calling back from . I had confirmed with you yesterday that there was an appointment for today."
"*angry tone* No kidding. What happened."
"Well ma'am, there's no other explanation for it other than it being my fault. I messed it up, and I take full responsibility for it. I tried contacting our department, and unfortunately they don't have enough manpower today now to have a tech go out today."
"Ohhhh no, I'm expecting a call from my daughter of her arrival time from Australia. What happened?"
"Aww man, I'm really sorry. I don't usually mess up, this is the first time for me and I really do apologize for this. I had done all the steps except the last crucial step of informing our department of the changes after they rejected my initial request."
"Well... I guess mistakes happen."
"Yeah, again I'm really sorry, this time we'll definitely have a tech out there tomorrow in the morning. I feel really bad for this mistake."
"Awww, don't feel that bad, mistakes do happen... now you're making me feel bad."
Anyways, she didn't ask for credit or anything but I still gave her a week's SDP credit on her bill. Woohoo, 7 bucks credit. So little. Oh well everyone wins.


And this other irate SDP lady calls in and she's mad:
"I can't receive/dial calls right now. You guys lost me a 300 dollar gig." (she's an actor)
"Um.. oh no."
"Oh no is right. When I signed up with you guys at first, you had guaranteed me that there'd be no issues switching over. The other rep did tell me that it may take some time for Telus to update their switches."
"Yes, *explains mumble jumble that really isn't interesting*)
"You know, I love your company's customer service. Everyone I talk to is so nice so I can't even yell at them. I'd much rather the problem be with you guys instead of Telus since at least with you guys, I can speak with a real person. I mean they have guys at Telus, but they're just people sitting there. You know you guys have a really great product, and most of vancouverites hate Telus. We would love you if you told us that the product is there for us, but sometimes it doesn't work instead of making all these claims. We would really appreciate the truth and love you guys more for it."
Interesting eh. I found it interesting at least. Cause I think it's true. Just tell the customer we're going through growing pains, but for the most part, it's pretty reliable? (which is true I think. I hope. Some customers seem to love what we have to offer apparently.)


Man, appararently some supervisor in the call center thinks that "at times, I can be condescending and patronizing towards some of our customers." Wow, I call BS. Anyone happen to catch some of the other people in our department. Now they are the very definition of condescending and patronizing as heard on several occasions.

Anyways, I told the sup outright that I wasn't happy with what was said about me, and he was like aww I know I didn't write it, it's just my job to show you. *shrug* Yeah so that's when I decided to tell my sup about that incident with Mr. I-can't-read-emails-fully-cause-I'm-too-good-for-that.

He said I should email him back and then BCC him a copy of it so that we have proof in case I want to file a report. I was going to at least give him an email to confront him on what I did wrong, but I decided to check with a different TSR 2 first.

And that's when Mr I-can't-read-emails-fully-cause-I'm-too-good-for-that pops his dumbass right behind us while we're looking it over.
"Hey, what's shaking. Need help?"
Omg, of all the times he chooses to be helpful, it has to be this one time when I'm trying to nail him. So I can't send him an email anymore since he already saw the issue. Although he will probably have forgotten the issue by tomorrow, bah. Oh well, guess I'll have to let this incident slide and see if there's anything else he does to piss me off.

Btw, my work time yesterday was ~600 seconds.
My talk time was ~400 seconds.
If they ever throw my work time back in my face, I'm gonna freak out. How about you take some SDP phone calls and then come back and complain in my face.

Worst day at work ever.

So I come into work today, and the two email escalations to TSR 2 I sent both come back to me. The first one I'm like oh whatever fine then. The second one... well. That's what makes me flaming mad. And I mean flaming.


-----Original Message-----From: R Subject: RE: Can we get this taken a look at pls

No Idea. There are no note to say what the problem is, also no troubleshooting notes.
Please complete your troubleshooting and then re-escalate.


-----Original Message-----From: Mia Subject: RE: Can we get this taken a look at pls

Then how come it works on our side?


-----Original Message-----From: Digital Phone - TSR 2 (van) Sent: Monday, July 24, 2006 7:17 PM
Sometimes you get rejected calling a different locale./That's usually the other side.

-----Original Message-----From: Mia Sent: Monday, July 24, 2006 5:28 PM
To: Digital Phone - TSR 2 (van)
Subject: Can we get this taken a look at pls

Cx can’t dial 1800/1866 numbers

TT: 20060724-0244191

-----------------------------------

What the fuck is that, when there's a trouble ticket number right there. Can't read, and he accuses me of not doing my job? What a hugeass insult. I'm done ranting for the day to various other people, but boy was I offended when I first read that. Bah, don't even feel like blogging today anymore.

I'll finish blogging the other stuff tomorrow at work maybe. Interesting calls. Work time hit an all out high.

Worst day at work ever.

Screams fill the air.

Mmm, first call I receive today is some Mandarin dude who asks if I can speak Mandarin. It's like an overplayed scene, in which the dialogue is predetermined - so I'd normally say "No, I can't speak Mandarin. I'll find you a someone who can." and then the customer usually says "okay, thanks."

Now NOT typically, before I can even finish saying "I don't speak Mandarin," he starts jabbering away at me, and when I say jabber, I mean raising his voice to the point of almost yelling. Of course I can't understand him, except for something about waiting for an hour already. He hung up on me while on transfer btw.

And geezuz christ. No service techs in North/West Van at 10 am. ahaha. Insane. So I get the lovely job of calling the customer back to inform them of the happy news. This customer didn't take it well either, but what am I to do. Like I said, 3 days of brainwashing reversed already yay! TSRs have way too much callbacks to do for SDP. I have like 13 pending follow ups for various SDP issues. And I can't even find time to make them cause then my stats will screw up. So.... WTF? What do I do? I simply prioritize the ones that are important (no dialtone) and then toss out the rest of the trivial sounding ones. Hey, they should be thankful I make any callbacks at all. Some reps are so terrible with that.

God, today is simply not a good day to take calls. Just got off the phone with my third irate customer in a row. First is like can't transfer number from other provider properly, and then ADSL got cut while installing SDP, and then finally ongoing issue with 120/126/135. Good thing it's my break now. That must be like 6 irate callers today. I think that's a record for me actually. I just realized how many angry people I got today after getting 3 in a row. I think personally, I'm too fatigued to really care or notice. No coffee or tea eh? Man, I love coffee, but it really digs deep into my pockets.

I don't get this customer. The conversation went like this:
"Yes, so the appointment is all confirmed for August 2nd for 12-2pm.
"Nono, I want the 12-2 appointment."
"Yes, 12-2 is the appointment."
"NONO I MEAN THE 12-2 appointment!!"
"... Yes, it IS 12 o'clock to 2 o'clock."
"NO I WANT THE 12 o'clock to 2 o'clock appointment."
"YES IT'S 12 o'clock to 2 o'clock!?!"
"Oh, okay."
So weird. I forgive her though cause her english was pretty good for a mandarin speaker. Which is why it's so strange, she was speaking nearly flawless ennglish and then she ends off with that conversation.

Someone keeps stealing my normal seat at work. WTF man, I've been sitting at that shitty location for 6 months, and then someone comes along and steals it. *pulls hair* Ya, I used to hate that seat. But then after awhile, I got used to it and even fond of it cause nothing about it really pissed me off except the general location. Unlike this seat. I hate this seat. It won't let me pull up the calendar in windows, the sun is in my stupid eyes, I can barely see the lights on my phone and worst of all... MY STUPID ASS KEYBOARD SQUEAKS. OMG I HATE SQUEAKY THINGS.

**edit** I just found out my stupid ass computer time is behind real time by like 12 minutes too. #$@%^, and I can't change the time cause I don't have the "proper privelege level".

Oh oh and they scheduled me to work 3 hours starting from 9 am-12 pm, then I get one 15 break and then I work one hour to get to lunch break at 1:15pm. Nice scheduling. Although, it did pass by fairly quick since I was tired and pissy.

Mmm, tired and pissy. That's a nice combo to live by.

Last Day of Slacking

It's all over. Darn, I wanna get scheduled again for it. It was so funny. Time actually passed by fast. We went on a three hour amazing race wannabe game. One of the stations was splicing a fiber cable with 30 thousand dollar equipment. Of course most of you are like wtf is she talking about. Basically it's a process to weld two pieces of fiber cable together to form one cable. The fiber cables themselves are as thin/thinner than a piece of hair and they are made completely of glass. (man that is soooo cool)

I'd post a picture of it, but the pics I take of it come out fuzzy. Don't worry, if you really must know I'll probably be carrying it around with me just cause it's so cool. (And no, I'm not nerdy.) Plus I was one of the top splicers in the class so... uh... take pride!

For one of the activities, we had to take a customer off the street and then show them the features of our HDTV DCT Recorder. Haha, that was pretty fun, even though I'm so not used to dealing with people in public. The lady was a nice lady visiting from Seattle, and she was like some kind of tech writer so she had alot of fun too.

And for the final bit, the faciliatator showed the videos we made in a different activity of all 5 groups. One girl was so funny. She showed a picture of the bear (see previous picture of stuffed teddy bear in a different post), and then in front of the camera, she was like "OMG, YOU ALL HAVE TO GET ONE OF THESE. IT'S SO ADORABLE AND I JUST LOVE SLEEPING WITH MINE!!" Our whole class couldn't stop laughing.

I dunno what it is. In front of a camera, I can't smile. I get all serious, and it looks like someone pissed me off really badly. Wasn't any different for this one haha. Several people commented on how it seemed like my expression looked like I was being held hostage or was in a prison, cause I was so grim faced. *whistles*

Anyways, here's what we took home for last prize. Yes, a water bottle worthy of soaking Tracy. (Lets see who gets pwned next time.) Feel the power!

I rock.

Yet again. And as a matter of fact, I am modest. Today in class, we had a contest to see who could make a coaxial cable the fastest.

I won second place and got this as a prize. I'd rock more if I had won first place but oh well. The facilitator was like congrats, not many girls win that contest. I wonder if I should feel nerdy. Naaaah, I'm just good.























On my break today, when I was visiting my co-worker who happens to be the trainer for ComX, she showed me her delightful schedule.

And this is exactly why I want to be a trainer:

Hahahaha. Poor girl. It would have been so funny if on Monday 24th, she ended at 2:00 am instead. Then she'd start her new shift 15 minutes later. Hahaha. Obviously scheduling screwed up her schedule. But man, that schedule sure looks enticing. I sure would want my schedule like that! :)

University...

...At work. I'll be graduating in two more days. What will I graduate in?

Absolutely nothing. No degree, no diploma. (Hey, you guys might laugh, but at least I get paid. So how much is it for your tuition again Becca? *hee*) I'll just come out of the last class, and be utterly brainwashed by how "fun" work can be. Too bad it won't stick, cause the minute I pick up a no dial tone SDP call, all 3 days of the brainwashing will be reversed, and I'll be back to happily hating work.

Geezuz frigging hell. I check my email during my first break today, and I get like 3 people emailing me to ask me to follow up with some random customer. And that freaking Macau guy is back!!! *sigh* Maybe I'll call him during a break tomorrow :\. Or else I'll come back to work on Sunday, and then my inbox will be filled with callback requests for that guy.

That guy is awful. He called our call center 6 times within an hour to request to speak with me. I'm freaking serious. He called me 3 times during my lunch -_-. It's like he didn't trust anyone was sending me that email to get me to follow up with the dude. ARRRGH. Who knows, maybe if I check my email tmr, I'll be flooded again with emails with that dude.

Time to not check. *gloom*

Impressive.

What lousy calls today. Too many SDP calls make me cranky. Then again too many cable calls make me cranky too, so I dunno. *sigh* At least I have 3 days off the phones now.

Oh well, meant to blog this yesterday, cause yeah. I'm terribly impressed by the email this customer sent us. Note the turnaround time for a response back to this dude. Email received by us at 12:30 pm, and follow up call forwarded to me at 2:00 pm. Insane response time. We usually never respond or take a week to lol.

-----Original Message-----
From: A B
Sent: Sunday, July 16, 2006 2:11 PM
To: M Y
Subject: FW: Gradual degradation of the Cable TV and Internet Services
Importance: High
Hi M,
When you get the opportunity, could we please have you call this customer and arrange to have a SC booked to resolve their issues?
When you have contacted the customer, or left them a message please reply back to Technical Service Follow up to let us know how you made out, or if the customer requires a callback later on in the day/evening.
Also, you may use break 7 for this callback.
Thank you,
-----Original Message-----
From: S Internet Vancouver Help
Sent: Sunday, July 16, 2006 1:39 PM
To: Technical Service Follow-Up (van)
Subject: FW: Gradual degradation of the Cable TV and Internet Services
Customer is experiencing connection problems, mainly with digital cable.
TT 11926619 indicates that removing the splitters resolved the problem, but the customer reports that it is still present. Could someone please contact to arrange a service call?
Account 01000027148
thanks

-----Original Message-----
From: S. O C
Sent: Sunday, July 16, 2006 12:27 PM
To: S Internet Vancouver Help
Subject: Gradual degradation of the Cable TV and Internet Services

Dear Sir/Madam,
We are longtime customers of your company for many years in the Vancouver Westside. Our complete S home package, as you can easily verify from the email address, includes both extensive cable TV and fast broadband internet services. Since the initial installation about 6 years ago when the R business was acquired by S, our cable TV service was set up for both standard lowband and highband channels and digital channels with one digital control unit.
With our subscription to just one digital control unit but a service package to support for more than one TV's, a splitter was provided by your service personnel to split the output from the wall outlet on the main floor into two, one going through the digital control unit to our main HD TV set for complete standard and digital channels, and the other going directly to another TV for only standard non-digital channels.
For the connection to our computer which has both TV and network facilities, a splitter was again provided to split the output from the wall outlet in the computer room into two, one going through the cable modem to the network interface input and the other directly to the TV interface cable TV coaxial input on the computer. This configuration has been working for all standard cable TV channels on TV sets and on the computer, the digital channels through the digital control unit and the high-speed internet services for more than five years.
Then, within the past year or so, the quality of the TV signals and the internet connections deteriorates noticeably, more so during heavy usage hours of each day. The non-digital channels sometimes become more snowy, the digital channels sometimes show flickering squares and stripes on the supposedly more HD display and the network connection online status drops periodically, more frequently during heavy internet traffic. This more or less sudden degradation coincides somewhat with the introduction of the S digital phone. Recently, within the last few months, the degradation becomes even more severe and obvious. The signals coming out from the wall cable outlets are evidently weaker, particularly so for the digital signals. Our digital TV channels suddenly fail to work completely through the cable box while the non-digital channels are limping on with degraded quality. The network connection through the cable modem breaks frequently and fails to reconnect sometimes even after long waits.
We have reported such problem on several occasions, and in fact, quite some of our acquaintances using Shaw cable and internet services have experienced and reported similar problems to your support centre. The personnel in your support centre, evidently knows the problems very well and provides immediate remedy pin-pointing to faulty splitters and suggesting their removal. We have tested our current splitters and tried some others but the digital services still do not come about. We all know that there is some loss in signal level in the splitted lines but the main supplied signal level from the wall outlets should be and had been high enough to sustain reasonable services through splitters as in the past five years or more. The cause of the problem, which has not been revealed to the general users of the services, is that the supplied signal levels are too low (maybe just for some service areas only), particularly low for the digital signals, probably due to added digital phone burdens in a limited broadband resource environment and/or other digital data transmission problems. Your company personnel, if not aware of these problems, should start taking a serious look into them as soon as possible.
I would appreciate very much that you could let your higher management know about the current urgent problems and provides at least the level of services we got from about 2000-2005. If we do not have some positive response and acceptable solutions to the problems by the end of July, we will be forced to look for TV and internet services from other providers, for, such as, satellite HD TV and ADSL internet services.
Thank you very much for your trouble and looking forward to some positive response soon.
Yours Truly,
S. O C.

Hullo, Sunshine.

If you feel like calling us lately, do yourself a favor and don't. In good times, you wait 15 minutes to speak with us. In bad times? Expect to wait 2 hours.

Why, you might ask? Ever since they switched the quam, (basically frequency of which the channel is put on) digital channels are on the fritz. And usually customers are even more pissed when you tell them the next service call is 2 weeks away after having to wait on the phone for half an hour to speak with us. *shakes head*

I'm almost wishing I had no dialtone service calls for SDP. At least we know we can get a tech out either today or tomorrow. Unlike half a month away.

Fucking dispatch. Tell me to phone the customer when it's your job to. Bastards.

*insert catch phrase here*

I was so cranky yesterday I couldn't blog properly. It was like an orchestra of stupid calls one after the other, combined with the nice beautiful January weather that we were having that threw me into a less-than-elated mood.

Some examples?

**chinese customers**
"Can you press 120 on your remote control?"
"No I'm not capable of doing that, send a tech out to do it."


"Can you press the left arrow button once please?" (in chinese)
"Left?" (In chinese) "Is that left?" (In english)
First time she asked that, I was like ......yes. Second time she asked that same question I thought geezuz frigging hell.


"I CAN'T DIAL TO MACAU. I'VE SPOKEN TO 5 DIFF REPS ALREADY AND THEY ALL SAID IT WOULD BE FIXED IN A COUPLE DAYS."
*Looks at notes, sees none. !@#$%*


"Oh I don't believe that people would choose to have a non published number. ESPECIALLY businesses. As a salesperson before, I know that I would want my customers to see my name and number so they could call me back. It's just your crappy service that hasn't got call display working."


"I DEMAND CREDIT FOR THIS INCONVENIENCE OF MY VOICE MAIL INDICATOR LIGHT STAYING ON."
Omfg lady, it's not the end of the world to dial ** before exiting. She calls it an inconvenience to press one key on her phone twice. And she demands a month's credit for this 'inconvenience.' Geezuz. If you really don't have time to do that, then why are you willing to spend half an hour on the phone with me to argue???

Funny women....

I had a cantonese SDP customer today who I didn't really understand as usual - another reminder that my cantonese sucks. Anyways, she was frantic to change her name on the answering machine for some reason, and I didn't really get why. She spent an hour and a half on her own trying to fix it, and our tech support couldn't really help her because of a language barrier. I was curious as to what her voice mail message was as she was quite frantic, so I phoned it up to test.

"(Normally this is where the name of the customer would go) 'I do not want to record my name or phone number' is not available. Please leave your name and message at the tone. *beep*"

Haha. Yeah that was pretty funny to hear.


And the last call of the day - I thought to myself, oh what's the chance it'll be a digital phone call. For some reason I just don't learn from past experience that the last phone call of the day always seems to be a difficult one.

This elderly woman calls in and she's like I have no dialtone. *groan* That's not even the worst part of it. It's after 4pm, and we don't have techs working after 4. Oh great her modem is offline. The worst kind of no dial tone too that a tech has to go out for.

She's asks, "is the phone going to be this unreliable, cause I just had it installed yesterday." Mmm lovely. So I proceed to truthfully tell her we won't be able to have a tech out today, and that's when she freaks out.

"MY HUSBAND AND I ARE BOTH IN WHEELCHAIRS AND MY HUSBAND IS VERY PRONE TO GETTING STROKES. YOU'RE TELLING ME I CAN'T DIAL 911 IF ANYTHING GOES WRONG?"
"..................."

Went overtime by two minutes. Aww makes me sad.

Busy busy busy.

Today I got a lift from work by someone. He told me a funny story I thought I'd blog. He works on CSR support desk, and sometimes when customers get transferred to him by accident, he transfers back to our TSR department for tech support.
So he calls us up, and he gets this TSR. Dead silence. Except for the sound of snoring that fills his headset. So he's like "...Hello?"
*SNOREEEEE*
"Hello??"
*SNOREEEEEE*
"HELLO?!"
*SNOREEEEEEEEE*
And the way our call center works, he can't even hang up on the guy without hanging up on the customer. He has to send a CSR upstairs to wake our TSR up. Hahaha.

OMG, MY AREA WENT DOWN FOR INTERNET. Well it was pretty funny. Literally, my next door neighbor called in and got me. And I mean literally - I know which house it is cause I walk past it every morning glaring at it. The residents in there are so freaking loud. At 3 am in the morning, they'll wake me up with their huge arguments. GOD, IF IT'S THAT IMPORTANT, THEN LET YOUR FREAKING WIFE GET A JOB DUDE. But anyways that's off topic and trivial crap.

So yeah, half of vancouver was out today. The chinese half of vancouver dammit. And guess what. They DID NOT put a chinese recording on the chinese line stating this outage. So the chinese line was packed up with chinese calls all frigging day. Oh well at least they were easy today. 53 calls I had :D.

I'm gonna keep track of how many no dial tone calls I get nowadays. 4 is the magical number today. Yummy.

Oooh incidentally, I R SO PRO THAT CSRs BELOW KNOW MY GREATNESS. I got a transfer from a chinese CSR today, and he's like "omg, so you're M? (I've never talked to this guy in my life) I've heard so much about you and your elite keyboarding skills."
I'm like uhh.. who the hell are you? I mean, "uh thanks. How do you know me?"
"Oh we talk about you down here."
".........so about this customer..."
Or maybe it's a conspiracy to get me unguarded so I'll do all their dirty work for them!

*shrug* Countdown to one day for weekend. Woohoo.

Foooooooooood...

I forgot to blog yesterday. Well, not forget exactly. I was just busy at work. Boo freaking hoo.

Yep, I had training yesterday, and I neaaaarly fell asleep. I mean, not because someone was boring or anything *cough*, but just because it was pretty much redundant and I was soooo tired. No offense S, you did a good job haha. I'd be so scared, especially of all the keeners in the class. Sheesh. I hate keeners and their questions. I must admit I was amused that people were arguing which category for trouble ticketing they'd use for a certain issue. It's just normal trouble ticketing after you get past the crappiness of the ComX interface.... *shrug* TSRs.

Ooh, yeah S, I forgot to mention that you forgot to mention that you have to change the date in comx to view all closed trouble tickets, or else you'll only view closed tickets for the month. I learned the hard way when I told a customer that there was no documentation on what he was saying when there was, it was just 2 months ago.

We had a BBQ yesterday at work. It was actually very fun. Mmm, they fed us well. I actually felt like I had a complete lunch for once haha. What? Make my own lunch? Don't be crazy. But yeah, it was catered, so the burgers/weiners were done to perfection, and there was this yummy strawberry fruit bar that everyone seemed to love. YUM.

It was interesting cause we were discussing someone who was fired too. I guess he had it coming to him, since even Anita was complaining about him. I was waiting to see how much longer he'd last in the company. Hehe, I'm so nosy. Apparently he was escorted by a supervisor and everything out of the building. How scary.

I really shouldn't make my nickname known at work I realize, since the link to my blog has it in it... erm...yeah, one of the TSR2's I'm rather chummy with emailed me back cause of my signature I use for my emails. He was shocked to see my name as Mia vs my real name. And I realized aww crap what am I doing? I think I better change the linkname to my blog. I get paranoid of people finding out. Hmmm.. any suggestions people? Hmm.. www.tsr.blogspot.com? That's so boring though. Hmm I'll think on it.

Lol, it becomes a sad sad day when my work time is > than my talk time. (talk time is time on the call with the customer, work time is documentation of the call)
Work time: 449 seconds. Talk time: 407 seconds.

Ouch.
I have 4x as much as the avg work time of the call center hahaha. Eh..*shrug* I blame it on them.

Man, I am one cranky rep today. I had so many customers yelling at me. *sigh* I guess you get some of those days. I can't even remember who I'm supposed to be following up with... oh well.

Just cause we're asian???

Lol, that's a first. Someone today actually transferred some indian guy to the cantonese queue. So I'm start with greeting (cantonese, but you can't spell cantonese in english now can you lol)
"NI HAO SHEN ME KE YI BANG NI NE?"
"...... wtf? Hello?"
"Ni hao."
"Um, yes my account number is _______ and I was just talking to some guy when I got transferred over here."
"Uhhhh okay -_-."
"Where's my frigging cable already!!!"
Yeah, I hate blind transfers. Although I must admit it was pretty funny.

Ahahaha, I'm scheduled in for ComX training (a relatively new system that mostly everyone hates, and for those that don't, they haven't been trained in it yet) tomorrow, and my co-worker is the facilitator of the class. That's funny cause
1) I'm already trained for ComX as I've been trained for SDP,
and 2) I'm gonna have fun with my co-worker tomorrow. (Just kidding. Maybe. I know you read this :P)
Yep, I can see it now:
My co-worker: "So, any questions?"
*raises hand* "YES MISS J. WHY DOES COMX SUCK? AND WHY CAN'T YOU DO THIS AND THIS AND THIS...."
"......"
Excellent. Although, come to think about it, I won't have to ask that cause the other reps in the room will be thinking the same thing hahaha.
Actually I'll probably just stay up so late tonight that I can't even think tomorrow. Oooh, vanilla latte yummy.

Well stupid ass me for volunteering to jump on sales queue. First sales call I got was an irate customer. Geez, for sales I decide to follow policy and do all the verification. This lady calls in and she's not authorized to make changes on the account. So I tell her that her husband needs to call in, and she gets increasingly more and more agitated, "I PAY THE BILL. IF YOU WON'T CHANGE THE PACKAGE I'M PAYING THEN CANCEL ME." *HANGS UP*.

For some reason though, that just can't quite top a no dial tone escalation. I think I prefer sales escalations vs technical escalations as what I do in sales is just following company policy. Unless you count our service sucking as it following company policy too. Geez. By the time they get it right, I'll have quit the company. I don't think I've talked to even a co-worker who hasn't had some kind of problem with the service.

Yeah.. oh well. At least I managed to trade away to get my morning shift :D. *Hugs morning shifts*

So much for it not being busy...

Dammit, I was so confident that it wouldn't be busy at all today for the stat holiday. I was so wrong. As usual. On a better note, I'm not as tired as I would be at 8 in the morning! 9 is an awesome shift.

Haha, today there are 3 cantonese reps on the floor and 3 SDP reps on the floor. By the way, that number includes me. Right now, there are 5 cantonese calls on wait, and 3 SDP calls on wait. Hmm, since SDP is a priority line for me, I guess that means there's only 2 cantonese reps on the floor taking calls. And one of them is my slacker co-worker who puts customers on hold for 20 minutes hahaha.

Ooh ooh, I just got a transfer call from my friendly CSR down there (the one that I like, man, she is AWESOME haha) and she was complaining about how there's 50+ calls on wait for a CSR. HAHA and I thought *I* was complaining. Oh wait, it's climbing up again.. 30 on internet, 15 on repair.. Meh, don't people have better things to do than to call us?! IT'S CANADA DAY FOR GOSH SAKES.

Wow, I'm so frigging proud of myself. I asked 5x in a row for E-bill. My first cantonese one too!Lol, we call it "kill bill." What a hilarious term. It sounds like a horror movie. Oh wait, it is. Or is it?

Finally it's slowed down. Took freaking long enough. Sometimes I hate my lunch break. I always feel so exhausted after lunch. *sigh* Today is the first day with the new break codes. My stats are dying, so I'm getting really cranky. I wonder who the idiot was that thought to change it. I'm going to be less and less customer oriented nowadays to meet my quota for stats.

As you may have noticed, I do alot of my posts in real time now. I have too much time on my hands at work. Well not really, I just find time.

No real irate calls today. Sweetcakes.