I don't know what to focus in this post; I merely want to say everything that I want to say.
Rant, so to speak.
How does one define emotional intelligence, more commonly known as "EQ"?
Wikipedia says the following:
"Emotional Intelligence (EI) describes the ability, capacity, skill or, in the case of the trait EI model, a self-perceived ability, to identify, assess, and manage the emotions of one's self, of others, and of groups.[1]" - http://en.wikipedia.org/wiki/Emotional_intelligence
To manage the emotions of oneself?
Okay then. I admit I have a rather
low EQ (cos I can't control my tears for nuts).Apparently, something happened at work again which proved the above point.
I try my
very best to do whatever I can to help, to resolve customer's issues and blah.
I
really try.
And even if I am met with rejection from my superior, I try to reason with them to try to get them to understand the kind of dilemmas customers are in.
To put it in a blunt way, I
唱反调。
Today was the most emotional day for work so far.
The first time I approached my superior to try to negotiate and get her to understand the situation, the answer I got was not what I wanted to relay to the passenger.
I tried for the second time.
Still, no humane reply.
I got really
disheartened.Are those higher ups really that unfeeling and inflexible?
The feeling of wanting to help, the feeling of knowing and understand
and being able to empathise with the passenger's situation made me unable to converse and relay the bad news to him.
The sudden rush of emotions overwhelmed me and the next moment I know, I was already sobbing.
He was placed on hold.
My colleague beside me was about done with her passenger and I tapped her gently.
She saw me, ended the call quickly and reached over.
I couldn't even speak clearly.
My words were swallowed in uncontrollable sobs.
All I could say was, "
我说不出口。。。帮我。。。"
I wrote down whatever I want to tell the passenger on paper and had her talk to him instead.
I sat down quietly beside her and tried to calm myself down.
I sort of calmed down already but of all
untimely timings, my team manager had to walk over for his rounds.
He kind of sensed that something was wrong and he proceeded to ask.
I couldn't even face him when he asked me questions.
I merely looked down and the tears fell once more and my lips trembled.
He took over the call from my colleague and I sat there like a statue with a crying baby face.
Just then, my escalation manager stood up, looked at me and exclaimed, "What's wrong, Huimin?"
GOOD GAME.I headed for the toilet and settled myself.
My team manager ended the call.
My escalation manager said these exact words to me,
"Huimin, you think too much in the passenger's shoes already..."I agree wholeheartedly.
My colleague asked me why I cried.
"The passenger very fierce is it? Aiya I've been there, done that! No worries man!"
"No. He was in fact, very kind over the phone. I cried not because he was mean to me in any sense. It is simply because I feel very helpless. I can't help him though he is asking for my help because of a noble cause. The company is so established and can't even grant such waivers?!"
I know my colleagues would assume that I got scolded or whatsoever over the phone.
I did not.
Which is why it is so bewildering to them.
My team manager escalated this issue to headquarters.
They reverted that there was nothing they could do.
I had to make a call back to the passenger again.
And I did.
I told him I was sorry that I already did my very best but still, I was unable to help him.
As I went on and on, he had to comfort me and said, "
It's okay, Rachel. You do not need to cry. It's alright. I know you tried your best. We're a realistic team. We understand."Imagine he had to turn around and comfort me when I was supposed to be the one doing so.
I told him that the best solution is to remain status quo and see what happens tomorrow when the highest of the higher ups revert back to the reservations dept.
And I ended the call in tears again.
An hour passed by.
He called back again, requesting to speak to me.
Jessica, my colleague took the call and though I told Jess to tell the passenger that I was on the line and that Jess can actually proceed to help him, he insisted to want to speak to me.
When I was done with the current passenger, I took a deep breath and dialed his number.
Two rings and I had to hang up.
My team manager handed me a printout of the email he just received from HQ.
The judgment had been passed.No waiver. All charges apply.
At that moment, I managed to calm myself with great effort.
I told myself I can handle this.
Imma tough woman.Mr Soh picked up after about 5 rings.
I relayed the bad news to him and though I could tell that he was
clearly disappointed, he took it light-heartedly.
I proceeded to make the changes for him for all 9 bookings and charged him accordingly.
Upon completion of all the amendments, he passed the phone to his team leader, Dr Victor as he wanted to speak to me.
He said these very words,
"Rachel, I'm so very glad for whatever amount of effort you have put in fighting for us. I truly appreciate your help. I hope we can eventually meet one day and I really really thank you for everything you have done. Really thank you."I couldn't even mutter a word of thanks in between my muffled sobs.
I tried to control my trembling lips and said,
"Dr Victor, this is all that I can do. It is really insignificant as compared to what you all have been doing. I wish you all the best in your rescue efforts."I ended the call with tears and a smile on my face.
Jessica came saying, "why is it that you will end up in tears everytime you speak to him?"
I replied, "it's too touching."
Then, Jessica and I had a mini conversation.
She shared that when she first joined the company, she was like me.
She could not understand why some things cannot be done, though in a logical humane way, it should have been allowed so.
She then added that now that she is accustomed to such culture, she did not feel that emotional anymore.
I immediately rebutted,
"Just because everyone is like that doesn't mean you have to be like them! All the more should you stay firm to what you stand for!"She gave a pondering nod.
Protocols are dead and we are alive.
Who invented protocols?
US!
规矩是死的， 人是活的 OKAY!
Even
法律 also
不外乎人情 lor!
So why is it that we can't bend them in the name of humanitarian efforts/noble causes?
Because...we are living in the real world.
Last Thursday was the happiest day at work.
The biggest boss summoned me to his office.
He started by saying that he was really happy I joined the company.
Ever since I came, I kind of transformed the working environment into a lively, optimistic one.
Everyone observed and tried to mirror me when I handle customers in a chirpy tone and he has actually observed that my colleagues look up to me.
I was taken by genuine surprise.
He asked me why I am like this and I told him,
"what motivates me in my work is to be able to turn angry customers into happy ones at the end of each call and the fact that they will actually ask for my name at the end and acknowledges my help with appreciation".He said that call centre environments are usually very negative because most of the people call to lodge complaints and make a huge fuss out of nothing.
He was glad of my work attitude and hoped that I can influence my fellow colleagues in a positive manner.
He even asked me when my contract expires and that if I open my mouth and request to extend it, he will contact HR immediately.
I was
so ever flattered I tell you.
My team manager came in and he was like, "Wah Huimin why are you
blushing!"
OOPS. Lol.
Last Thursday was also Quality Analysis done by HQ.
This kinda dua-pai CRO came over and evaluated our performance.
At the end of the day, she requested to speak to me one-on-one.
She said, "Hey, my job usually requires me to do outbound calls to customers to follow up on their issues and your name has now become a household name among many of the customers. They would go, "
Eh Rachel was a great help... she's very friendly and helpful..." Keep it up, Rachel, you will go far."
I went
red in the face again.
At least you know, my efforts at work are being
recognised and I feel
appreciated for things that I do with
passion.For today's case, it made me see the world in a different light la.
There really are people who are self-sacrificial.
Everyone
CAN BE, what matters is the extent.
It makes the world a better place with these people around.I look up to them and I truly hope to be involved one day.
PS: Karma. It's better to think in the customers' shoes because who knows that one fine day, you will turn into one who needs help most.
PPS: I believe there really exists destined paths. I do not write my own. It has already been somewhat planned for me which explains why I am here, doing what I am supposed to do.
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