Today was the first stressful day at work.
It involved doing a mock phone test where they would assess my ability to take an order. What really made it stressful was that they were trying to get this done with everyone as fast as they could. Apparently its become rather busy at HP call centre central and they want to get everyone on the phones as soon as possible. To add to the confusion, they kept moving us from classroom to classroom.
It was around this time that i remembered my fear of the telephone.
Actually, to be quite honest, i've become alot better with it over the years. And it only hits me once in a while, like when it's the first time calling someone (it can take me a good 45 minutes to an hour between trying to make the call and actually dialing and letting it ring through). And i don't expect to have any real trouble at the job, because people will be calling me. That's a totally different situation altogether. The big problem you see, the thing that made it jump into the forefront, was that i was going to be EVALUATED for my telephone performance.
Yeah, big old "yikes!" there.
There's a certain script you have to follow, and certain things you have to do. And in all of this, you also have to do what they call a "needs assessment" in an attempt to "upsell" and cross-sell". Like say i guy calls looking for a printer. You have to determine what printer he needs (no necessarily the one he wants) and then try to hook him up with whatever stuff you can put with the printer. And there's a certain number of items you should try to sell and blahblahblah.
It's this part that i suck at.
And the thing is, i kinda see why it's done this way. In an example related to, well, my past job i can recall a few times when people would ask to purchase the cheapest drill, only to find upon questioning that they were gonna drill through concrete (for the record,a $24 drill just won't do that). Of course, this is probably something that will get better through time. Right now, i look at the digital cameras we carry and am slightly at a loss as to which one's good for what or for whom or whatever.
So during the telephone test i kinda fumbled through that part. Did everything else to a tee though. Mind you, i got the distinct feeling that he would have passed me unless i did something glaringly stupid. So yeah, i passed, gaining my "certification". Yaa!!
I guess i just have to get better at asking the right questions to figure out what people want.
You know, i could so make a parallel to that in my personal life, but i think i'd rather go to indie dance nite.
Later,
Alfred
It involved doing a mock phone test where they would assess my ability to take an order. What really made it stressful was that they were trying to get this done with everyone as fast as they could. Apparently its become rather busy at HP call centre central and they want to get everyone on the phones as soon as possible. To add to the confusion, they kept moving us from classroom to classroom.
It was around this time that i remembered my fear of the telephone.
Actually, to be quite honest, i've become alot better with it over the years. And it only hits me once in a while, like when it's the first time calling someone (it can take me a good 45 minutes to an hour between trying to make the call and actually dialing and letting it ring through). And i don't expect to have any real trouble at the job, because people will be calling me. That's a totally different situation altogether. The big problem you see, the thing that made it jump into the forefront, was that i was going to be EVALUATED for my telephone performance.
Yeah, big old "yikes!" there.
There's a certain script you have to follow, and certain things you have to do. And in all of this, you also have to do what they call a "needs assessment" in an attempt to "upsell" and cross-sell". Like say i guy calls looking for a printer. You have to determine what printer he needs (no necessarily the one he wants) and then try to hook him up with whatever stuff you can put with the printer. And there's a certain number of items you should try to sell and blahblahblah.
It's this part that i suck at.
And the thing is, i kinda see why it's done this way. In an example related to, well, my past job i can recall a few times when people would ask to purchase the cheapest drill, only to find upon questioning that they were gonna drill through concrete (for the record,a $24 drill just won't do that). Of course, this is probably something that will get better through time. Right now, i look at the digital cameras we carry and am slightly at a loss as to which one's good for what or for whom or whatever.
So during the telephone test i kinda fumbled through that part. Did everything else to a tee though. Mind you, i got the distinct feeling that he would have passed me unless i did something glaringly stupid. So yeah, i passed, gaining my "certification". Yaa!!
I guess i just have to get better at asking the right questions to figure out what people want.
You know, i could so make a parallel to that in my personal life, but i think i'd rather go to indie dance nite.
Later,
Alfred
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