Life in the ICU

Today was my second day in the ICU (Intensive Coaching Unit) (I could be wrong as to what it actually stands for...). I must admit, today was a LOT easier than yesterday. When I was on the phones yesterday I was getting so utterly frustrated because I feel soooo stupid when I can't find something and I get super frustrated when I can't find the answer, and then I hit a road block and can't think anymore. Unfortunately at times I don't get the best of answers depending on who I ask for help. The way that I learn is for people to show me where I can find things, and then let me do it along with them as they explain, otherwise I'll just forget! Yesterday I was really tense and I got really stressed out. I was on one call where the customer was probably on hold for 10 minutes (maybe it only seemed that long) and I had to ask FOUR freaking times to finally get everything straightened out because it wasn't actually explained the first time I asked...or the second...or the third either apparently. Yikes! It was getting very frustrating and I was getting pretty upset, I would have liked to go the bathroom but I just took a few deep breathes as I walked back to my cubicle and fixed the situation. Then I had the same situation today so I knew exactly how to handle it. Apparently a common work around so I'm glad I learned it.

Today went splendidly, I think if I were to tally the total number of questions I asked...around 6 for the entire day. Yesterday, haha, maybe 15-20?? Just a guess, but it was a lot. I didn't feel so tense everytime I heard the whisper for a call. It was really nice. Starting to get a hold of everything, and the fact that its OK to put customers on hold while you figure everything out for them is fine. I just need to get that stuck in my head, and I also forget to ask if there is anything else I can help them with, but maybe it's good that I don't say it all that often, just have to remember to say it once in the beginning. All in all, I'm doing pretty well, had a few sales fall in my lap, and a girl that was sitting in the cubicle across from me transferred a call to me! haha On top of that, my AHT is lower than I had anticipated and I'm taking a fair amount of call, a lot more than we were told we would be taking.

I guess in some ways it's good to be just shoved in to deep waters like this with us not exactly knowing what we're doing, I think you kind of retain more information. Learning by experience can work wonders for lots of people. I mean, once you get the hang of it, you're golden. I should be OK after the 20 days, but I'm 100% certain I'll run into something that wasn't covered or something that I've never done before, but my TM seems like a pretty cool guy, so I'm sure he'll be able to help me.

Anyways, before I ramble on more and then utterly jinx myself for tomorrow, haha, I shall shut up.

It was a good day, and I have the hope of good day tomorrow. Just remember, the customer isn't mad at you, they're mad at the company, so don't take it personally! :D