As a customer rep for a financial account of one of US' supermarket, its a daily shift of hundred phone calls regarding their prepaid debit cards. Calls that are sometimes degrading, calls that make you cringe at how the caller speaks and calls that are just purely racist. what make it different is how my mindset is. Everyday I wake up and declare myself as a helper of my callers. I go beyond our protocols in dealing with my customers. Though phone interaction is only limited to 4 minutes 45 seconds, i strive to make it as meaningful and as uplifting for someone in need.One of my callers is panicking on how she made the wrong insurance payment that will lead to his son in college not receiving any pay outs thereby leaving him without any food for a week or two. The mom said she can live going over due with her own insurance premiums but not for her son's college insurance. the mom's request id for the payment she made using her card to be stopped and for the funds to be back on the card. To follow the protocol means telling the mom that it takes 10 business days for the funds to be released back to the account or to haggle with my supervisor for it to be expedited.
As a protocol I gave the 10 business days option which made me regret because the mom's voice suddenly shook and with desperation and resignation from her voice she just answered Ok.
With that answer, I could have just ended the call within my timely goal. But i remembered my college days of having to scrimp things out when allowance got delayed. I just can't let the son undergo such hard time and causing her mom more stress and agitation.
I put my customer on hold and went over to my immediate supervisor and asked for funds to be released back on the account immediately. After thorough checking on the acct and coupled by my guilt trippings on my supervisor she gave in and reversed the transactions real time thereby making the money available on her account.
Upon hearing her account balance the caller can't stop thanking me and calling me her angel! That call surely made my shift more fulfilling!
2885 Reads
- Posted by aerarose
- Mar 13, 2014
- Comments (8)
Readers Comments
josietn wrote: Bless you for going outside of your duties to help others!
moral12 wrote: You were her angel for that day; bless you so much for caring about her and her son. As a parent i can well imagine what she was going through.
mindyjourney wrote: Thank you for reaching past normal confines of job. Your kindness and compassion ripples. Thank you.
Arun wrote: Indeed you were an angel! Be alive!
princessliz wrote: Oh my! You really went out of your way to help them. This what you did was so kind!
You must have made her day!
Many blessings to you, your and supervisor. Thanks for sharing! :)
You must have made her day!
Many blessings to you, your and supervisor. Thanks for sharing! :)
MakeSomeoneSmile wrote: That is very nice! Good for you for approaching each day with a wonderful helper attitude. That makes a big difference for so many! :)
cf wrote: Thanks for not doing your job by rote! Thank you so much - I know the pressure is high in call centers.
starryskies wrote: Wow, you are an angel! Thanks for going above and beyond your job duties to help someone in need! :)
