Hello...? Hello? Hello? Part II

Of course, work is diversified. Like for me, I had to help out between different countries and their respective work, which was quite a challenge since handling two countries is a strain on a person's mental and physical health ._.

Enough of that part though, next is the more interesting ones: Picking up phone calls.

Whenever you are designated to a hotline, it's like the most interesting experience you could ever get.

My first experience started off really cool, with my colleague right beside me when I was taking the call (we're normally a few meters from each others desk). Just after I logged on the phone, within a matter of minutes, the first call came.

Boy, imagine my anxiety when picking up the call! Fortunately it wasn't as difficult as I thought it would be, but for a first timer, my voice was just a wee bit shaky, heh.

Who knew that as time progressed, I got used to picking up calls, readily answering their queries. But still, being a greenhorn at all these meant I had to consult my colleagues at times, while holding the person on the phone.

Which is where all the strange experiences of a Customer Service staff enters!

I have come across so many different customers, but some experiences are just too memorable to forget.

1) Getting hung up just after I picked up the phone
2) Getting hung up after holding the phone, and asking the person to wait for a while
3) Receiving strange requests and questions that seemed to be the most obvious, but yet still asked (Am I allowed I buy this? I've never bought this before..... Note: all stores ALWAYS start off without anything isn't it? =/)

The more fun experiences then came...

First up, was this guy who called a few times in a row within a few hours. Strangely enough, I'd pick up his call every single time, and every time, it's always the same thing: (insert name here) please!

And I have to transfer the phone over... Strangely enough, every time he called, it would hardly reach the target person he was looking for. My hotline and his call has a great affinity! :P
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Second up, was definitely a really strange, but freaky experience.

How should one react to an angry consumer?

There was just this once, where I was speaking to my colleague as she just returned from her leave, and she saw me picking up the hotline. The conversation then followed:

"Oh? Taking hotline already?"
"Yeah! Still quite new with it, but I'm doing okay... no bad experiences yet!"
"Haha, those are very few one lah..."
"True, true. Hope I don't get one!"

And a call comes (Dejavu, much?). This person who is looking really urgently for someone else could never reach him no matter how much he tried.

And twice, I picked up his phone (unfortunately).

The second time, he started blurting out all sorts of profanities, ending off with "Can you f*** him or not, ah? Can?"

My god x_x! What reaction should I have at this point? He's freaking pissed, he's a consumer, but I cannot just hang up on him.

So in the end I just gave off a small smirk.

"Tell him (target person), that I am searching high and low for him! Ask him GET BACK TO ME ASAP!"
"Oh okay. I'll pass that message to him."

Just after hanging up, I spoke to my colleague.

"Omg? So heng (lucky) to get that call?"

And we both laughed.

Just then, another call came.

"Ah, hello? I spoke to you just now right?!"
"Uh... yeah. Anything I can help you with?" (The EXACT same person, 3rd time! I was so worried he was going to spew more profanities and stuff ._.)
"Oh. He finally picked up my call already! No need to find him. Thanks ah!"
"Oh okay. Thanks! Bye~"

PHEW >_> Lucky, lucky, lucky me that things didn't spiral out of control.

That was the only once I'd ever receive an angry customer... but it's a memorable experience. Can't forget that ._.
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With that, ends Part II, and continues Part III! So many things to say, but I don't wanna clutter everything up~