January 10th, 2006
Honestly, I don't think that I could have stood there any longer than I did. My reason you ask???? Well I just couldn't take listening to people complain about something so simple. Every day I would take about 80 calls, to hear people complain EVERYDAY about the following SAME things, and these are the responses to each of them, based on what we are supposed to tell them:
1. I can't place an order through your automated service!
Response: I'm sorry about that, we are going through a conversion. We will hopefully have that fixed within the next couple of weeks.
2. I didn't receive my water!
Response: Sorry about that. What I'll go ahead and do is page the delivery driver, and make sure that he gets back out to get you some water.
3. I don't owe late fees!
Response: I do apologize about that. Because we are going through a conversion, we unfortunately are receiving many of the payments late, and that is why some of our customers are receiving late fees. Let me just credit them off for you.
4. I have been waiting for 10 minutes!
Response: I'm so sorry about that. We are experiencing a high volume of calls.
5.I want to terminate service.
Response: I'm sorry about that. May I ask why.
6. I just received this letter from collections!!
Response: I am very sorry for the inconvenience, unfortunately I am not able to assist you with this. Please allow me to transfer you to someone that can further assist you.
7. Let me speak to your supervisor.
Response: I am sorry for you inconvenience, is there anything that I may be able to assist you with. (if not) The wait time is kind of long, are you sure you would like me to transfer you or would you mind if I took your information down and had one of them call you back?
8.I just wanted to call and tell you that you guys are doing a great job.
Response: I'm sorry that you had to call in for this, but thank you very much.
Okay so pretty much you get the idea....I am always so fuckin SORRY!
SORRY FOR WHAT????!!!
What is the use of being so damn sorry, that I was unable to take action to back it up. I was just being sorry to shut them up.
It's not my fault. Dammit, it isn't anyone that works at the call centers fault. The company went through the conversion not me, the delivery driver didn't make the delivery, not me. If you don't want the service that's okay, but I'm not sorry you are cancelling the service. You want to say I'm doing good, but I have to apologize that you need to tell me that?
I hated that. I am only sorry if I'm rude, if I hurt someone in any way, shape or form, if I've done something wrong. It's abuse of a word that is supposed to mean a lot. They told me that if I didn't find something to BE SORRY ABOUT, that I would fail the call. WHAT THE FUCK!!!??? People would sometimes tell me, stop saying your sorry. It won't fix anything. Then I would be like, "I'm sorry." Duh, stupid. That is when you are supposed to be sorry. It's just aggravating to hear that all the time...I'm sorry, I'm sorry, I'm sorry....
I felt like I wasn't accomplishing anything by being at that place. All it became was a job. A place where I could earn money, but not really get anywhere, or do anything to change the person from calling back bitching about the same thing next week. I was supposed to assess the customer's problem, solve it and have them off the phone within 3 1/2 minutes. How the hell do you actually help a person, over the phone, in 3 1/2 minutes? How do you stop the situation from happening again, if you can not do something to directly affect that situation? How can they call you a customer service representative if you don't anything about the service? I had no chance to take a personal interest in the people that I talked to. I was supposed to get them off the phones and try to solve the problem, and move on to the next. Are we breeders of angry customers? I wasn't supposed to care about what they really needed, because the problem was not really the customer, it was the company. The company was doing all these things wrong. The company was not providing the customer with the appropriate tools to make them happy. All the while the customer is stuck in the middle and we are put on the phones to try and clean up the mess. In this case, "Sorry" doesn't cut it for me. Shit needs to get done, and I need to see that it does.
I figured that I might want a job where I sit down all day and do nothing. I was so wrong. I need to be doing something where I have goal, and I can get it done, but be able to see the results. That just wasn't for me. Papi tells me that I'm not the kind of person that can just shut up, do what I'm told and not ask questions. It's just me. I can't do that. I realized after all this time that I loved working at GameStop.
It was never the customers that made me want to leave. It was the people that worked above me. It was the people that couldn't understand the inner workings of the store, only what they wanted to see; they made the job unenjoyable. I LOVED WORKING THERE. I loved the atmosphere, I loved talking about what I knew, I loved doing projects, I loved the workers. I loved being able to help people with stuff and making sure that they went home happy with what they had. I knew that if I was able to do these things, it would keep them coming back to the store, and they knew that I would be able to help them if they needed it. I loved the fact that, at night, I was the fastest to close. I was able to clean the store and make it look awesome. I found stuff to do, to make the store look better, and have people complimenting me on how great the store looked. I knew what I was doing, and I was KICK ASS at it too. I was one of the best.
At my new job, I just wasn't that, and for all the right reasons.....I couldn't do it."
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