"Is it a claims query?"
"Er, no, it's just an update on some treatment I'm having for a claim."
??????????????????????!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
That's *not* a claims query? Well what is exactly then you moron?!
Jeez. This job'd be fine if it weren't for the customers.
23 February 2007
21 February 2007
Just not a shouter
I occasionally get people on the phone at work who can't make out what I'm saying. I don't consider myself especially softly spoken, on the phone I speak clearly and fairly loudly, more loudly than in person certainly.
Now, when someone communicates to me that they can't hear me, I speak up. Naturally. Often it's down to the caller being hard of hearing, often they are elderly (this is medical insurance, afterall). I try to be polite and friendly, but I hate raising my voice, it sometimes feels like I'm downright shouting down the phone and it's bloomin' hard to retain a polite tone when speaking *that* loudly!
Just now I had a woman who said I was very quiet. I raised my voice and said "Is that better?", and she actually said "Yes, but I still didn't hear what you said"!!!!!!!!! OK, give me a chance to repeat my question, I was damn well checking that she could hear me this time! Stupid cow.
So I changed my wording (sometimes people don't understand the meaning of "How may I direct your call?") and shouted "Which department can I transfer you to?" and she obviously wanted the helpdesk, they usually do. She sounded put out, but what did she expect when she's being a difficult person despite me trying to be helpful?!
While writing this, I've had another call from a woman complaining about being on hold. She went off on one about the message that plays saying about "one of our agents will be with you shortly" she said it sounded like the staff don't actually work for the company and we should change the wording and I should report it and she couldn't hold the line any longer! Honestly, it's only a word. If they used "administrator" people might think they're on the wrong line, they might think "administrators" can't help with their claim or something. "Advisor" might do the job, but technically I don't think we're able to give advice, that was certainly the case at the last insurance company I worked for.
This job'd be fine if it weren't for the old cronies.
Now, when someone communicates to me that they can't hear me, I speak up. Naturally. Often it's down to the caller being hard of hearing, often they are elderly (this is medical insurance, afterall). I try to be polite and friendly, but I hate raising my voice, it sometimes feels like I'm downright shouting down the phone and it's bloomin' hard to retain a polite tone when speaking *that* loudly!
Just now I had a woman who said I was very quiet. I raised my voice and said "Is that better?", and she actually said "Yes, but I still didn't hear what you said"!!!!!!!!! OK, give me a chance to repeat my question, I was damn well checking that she could hear me this time! Stupid cow.
So I changed my wording (sometimes people don't understand the meaning of "How may I direct your call?") and shouted "Which department can I transfer you to?" and she obviously wanted the helpdesk, they usually do. She sounded put out, but what did she expect when she's being a difficult person despite me trying to be helpful?!
While writing this, I've had another call from a woman complaining about being on hold. She went off on one about the message that plays saying about "one of our agents will be with you shortly" she said it sounded like the staff don't actually work for the company and we should change the wording and I should report it and she couldn't hold the line any longer! Honestly, it's only a word. If they used "administrator" people might think they're on the wrong line, they might think "administrators" can't help with their claim or something. "Advisor" might do the job, but technically I don't think we're able to give advice, that was certainly the case at the last insurance company I worked for.
This job'd be fine if it weren't for the old cronies.
20 February 2007
Working too hard
I was lucky enough to be enjoying my temp job. It was simple, nice people and plenty of time to faff online and do coursework too.
Last Friday they offered to take me on on a three month contract. I was really pleased, I still am. It's, I think, just right for me for now and three months is a short enough term so that I can reassess things at the end of it.
I've been working very hard, I had a TMA last week and tutorial to read for and this week so far I've been reading and note taking at work and stayed late last night to get more done before heading to Andy and mine's Monday night roleplaying group.
It was a good game too, Andy's running Midnight and we ran quite late. So it was a late night after a long day of hard work. Then I didn't sleep. I chalk it up to adrenaline from the game, my head was spinning with ideas and plans for my character and I just kept waking up, if I really slept at all. Chester wanted letting out at 5.10 so I got up to do that and got a bit more sleep. I woke utterly exhausted.
Can I do this?
Last Friday they offered to take me on on a three month contract. I was really pleased, I still am. It's, I think, just right for me for now and three months is a short enough term so that I can reassess things at the end of it.
I've been working very hard, I had a TMA last week and tutorial to read for and this week so far I've been reading and note taking at work and stayed late last night to get more done before heading to Andy and mine's Monday night roleplaying group.
It was a good game too, Andy's running Midnight and we ran quite late. So it was a late night after a long day of hard work. Then I didn't sleep. I chalk it up to adrenaline from the game, my head was spinning with ideas and plans for my character and I just kept waking up, if I really slept at all. Chester wanted letting out at 5.10 so I got up to do that and got a bit more sleep. I woke utterly exhausted.
Can I do this?
14 February 2007
Life Gets In The Way
I'm not that crazy about Valentines Day, I think it's nice to take a moment (or a day) to appreciate a loved one but largely it's a commercial mess with very little hold on me. Maybe because I'm married, maybe it's a bigger deal for single people or those in the early days of a relationship.
But I still hope for the day to be a moderately happy one.
I'm temping at the moment, full time hours with about an hour and a quarter commute each way, allowing for traffic. So I am out of the house from 7.45am until 6.15pm. I'm also studying full time, I take course books to work with me and study at lunch time and sometimes at my desk between calls (I operate a switchboard on this assignment). I had my first essay of the year due in this week so all my time at home has been spent doing that for the last week.
So, I'm tired, grumpy and feeling generally pretty down. I wish I didn't have to work, I wish I could just be studying. I spend all day at work chatting to other OU students online and thinking about the work I *could* be doing. As an OU student, I don't qualify for a student loan, so have little choice but to work at least part time.
This morning I felt a pang of annoyance and disappointment when I expressed my exhaustion to Andy and he responded with an "oh" about me having to stop working full time once this assignment is over. We both knew this year would be hard and when I took this 6 week assignment I prepared him for the possibility of burn out. We discussed me getting a part time job afterwards, cafe work or something and all seemed fine. Andy says he agrees that my degree has to come first, so I am disappointed that he wasn't immediately supportive.
Tonight we had plans to have a nice meal and watch a soppy film. I hope I can shake off this feeling so we can still have a nice Valentine's evening together.
But I still hope for the day to be a moderately happy one.
I'm temping at the moment, full time hours with about an hour and a quarter commute each way, allowing for traffic. So I am out of the house from 7.45am until 6.15pm. I'm also studying full time, I take course books to work with me and study at lunch time and sometimes at my desk between calls (I operate a switchboard on this assignment). I had my first essay of the year due in this week so all my time at home has been spent doing that for the last week.
So, I'm tired, grumpy and feeling generally pretty down. I wish I didn't have to work, I wish I could just be studying. I spend all day at work chatting to other OU students online and thinking about the work I *could* be doing. As an OU student, I don't qualify for a student loan, so have little choice but to work at least part time.
This morning I felt a pang of annoyance and disappointment when I expressed my exhaustion to Andy and he responded with an "oh" about me having to stop working full time once this assignment is over. We both knew this year would be hard and when I took this 6 week assignment I prepared him for the possibility of burn out. We discussed me getting a part time job afterwards, cafe work or something and all seemed fine. Andy says he agrees that my degree has to come first, so I am disappointed that he wasn't immediately supportive.
Tonight we had plans to have a nice meal and watch a soppy film. I hope I can shake off this feeling so we can still have a nice Valentine's evening together.
09 February 2007
Finally
So there's now been a report to say categorically, once and for all, that *WE* cause global warming. Now, the sensible people all already knew this, but hopefully it will shut up those idiots who refused to believe it, all those "it's perfectly natural for the earth to cycle through warm periods" wankers.
Stick your "natural" argument! Maybe even Exxon Mobil will change their tune. Apparently they've actually been attempting to bribe scientists to refute the evidence lately! Wankers!
Sorry, bit wound up about it. But why should I apologise for giving a damn? Some people do seem to think I should, some people seem to think that passion is a bad thing. But where would we be without passion? Would there be anyone investigating climate change at all? Would we all just sit back and let it happen without those of us who are willing to stand up and say "NO! This has to change!"?
Stick your "natural" argument! Maybe even Exxon Mobil will change their tune. Apparently they've actually been attempting to bribe scientists to refute the evidence lately! Wankers!
Sorry, bit wound up about it. But why should I apologise for giving a damn? Some people do seem to think I should, some people seem to think that passion is a bad thing. But where would we be without passion? Would there be anyone investigating climate change at all? Would we all just sit back and let it happen without those of us who are willing to stand up and say "NO! This has to change!"?
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