What are the day's highlights of a Johnny Air's customer service representative? Usually, a customer will inquire about their money remittance, when will it be delivered or credited to their accounts. They also inform a customer on a regular basis whether they can remit, pick-up or withdraw their money on a specific branch. Sometimes they inform a customer if an account is dormant/close, invalid, or matches the SDN list (please click to view the reference). But isn't it frustrating that in spite of your eagerness to deliver good service, s#!+ just happens (I apologize for my innuendo, lol. I'll tell you the highlights later).
Few of our customers really are early risers doing confirmation on their remittance -- Jonathan Lopez, Elsie Balajadia, Zenaida Ubaldo, etc. We have to maintain enthusiasm (even with OOB - Out of Breath) despite of the trouble of beating the bundy clock on time, beating the monsoon, traffic and exaggerated long walks (or walkathons), PC on BSOD (Blue Screen of Death. You should not just mind this since I'm not talking about PC troubleshooting), or spilled coffee over the keyboard (real nasty).
Our manager once said, (actually, he said it more than once, maybe thrice, I'm not sure. I just wanna deliver a good speech here.) "Always wear a smile when answering the phone". Not much of a help really on our end, people think we may be crazy. But somehow, whenever we speak as he said, we gave the person on the other line some assurance on something. We make them calm like, "Okay, sige, hihintayin ko ha." (Okay then, I'll wait for it.), something like that, where it seemed that they would wear a warm smile too.
Some person are weary when they call our hotline. "Sigurado ba'ng madedeliver n'yo 'yan today? Pambayad kasi yan ng kuryente" (Are you certain that you're gonna deliver that today? That money will be use to pay our electric bill). "Yes ma'am. Our couriers are on their way and will get to you as fast as they can", or "Your remittance will be credited to your account in no time". And after each conversation, we would always express a sincere gratitude.
Some people are like that. While some, well, they aren't (scoffs)
Sometime in the afternoon between quick siesta and Alt+Tab browsing (if you know what I mean), a telephone may ring. It may be Sir Jess (one of our managers) doing in-between checks about a particular something, a manager from other banks doing confirmations from encashment or check, or an angry caller, aggravated about an undelivered money or delayed credit. Who knows? Just sayin'.
Wait ... yes indeed. It's the aggravated caller. How do we deal with them? Nothing special really. We just have to talk to them calmly and nicely as we satisfy their needs. And we always prompt them our deepest apology, hoping that somehow their "abomination" would go away, when somehow, it wouldn't. (scoffs)
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| Image courtesy of http://georgia.backpage.com/ |
Some person are weary when they call our hotline. "Sigurado ba'ng madedeliver n'yo 'yan today? Pambayad kasi yan ng kuryente" (Are you certain that you're gonna deliver that today? That money will be use to pay our electric bill). "Yes ma'am. Our couriers are on their way and will get to you as fast as they can", or "Your remittance will be credited to your account in no time". And after each conversation, we would always express a sincere gratitude.
Some people are like that. While some, well, they aren't (scoffs)
Sometime in the afternoon between quick siesta and Alt+Tab browsing (if you know what I mean), a telephone may ring. It may be Sir Jess (one of our managers) doing in-between checks about a particular something, a manager from other banks doing confirmations from encashment or check, or an angry caller, aggravated about an undelivered money or delayed credit. Who knows? Just sayin'.
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| Image courtesy of http://memoirs.ladysoda.com |
Johnny Air Customer Service Representatives are real, living, breathing persons like you and me (lol). Blaming them for your delayed remittance, screaming at them while trying to get an audible answer isn't going to work. (Again lol). That kind of attitude won't settle anything. It's not like that we have the money ready to be teleported anytime through the telephone lines, or with a flick of a finger your money is right by your side. These kinds of situations are thoroughly investigated and needs step-by step procedure. For once and for all, we can be your shock absorbers but please ... don't abuse your privilege. Nothing cannot be settled when you're calm. Ayt peeps? (lol)
(Sigh). Another day was served. I'll leave you with some conversations that I found kind'a funny inside our boiler room. I don't know what topic will come up next week. Let's just hope that I would not get a busy workload. (lol). Just get ready for more because ... Here Comes Johnny!
Customer Service Representative Jokes
Caller: Hi, good afternoon. Bukas kayo bukas?
Call Center Agent: Opo. Bukas po kame bukas. Wala din po kaming holiday.
Call Center Agent1: Sinong nakakausap kay Sapnu? Lalaki daw ang kausap n'ya!
Call Center Agent2: Lalaki ba talaga ang kausap? Siguradong lalaki?
Caller: Hi, follow-up lang ako ng remittance kung meron na.
Call Center Agent: Can I have your last name?
Caller: Apellido.
Call Center Agent: Opo, ang apelyido n'yo po.
Caller: Apellido.
Call Center Agent: Opo. Ano po ang apelyido nila?
Caller: APELLIDO ANG APELYIDO KO! Meron na ba iho?
Customer Service Representative Jokes
Call Center Agent: Johnny Air good morning ... ay good afternoon ... good evening pala!
Caller: Hi, good afternoon. Bukas kayo bukas?
Call Center Agent: Opo. Bukas po kame bukas. Wala din po kaming holiday.
Call Center Agent1: Sinong nakakausap kay Sapnu? Lalaki daw ang kausap n'ya!
Call Center Agent2: Lalaki ba talaga ang kausap? Siguradong lalaki?
Caller: Hi, follow-up lang ako ng remittance kung meron na.
Call Center Agent: Can I have your last name?
Caller: Apellido.
Call Center Agent: Opo, ang apelyido n'yo po.
Caller: Apellido.
Call Center Agent: Opo. Ano po ang apelyido nila?
Caller: APELLIDO ANG APELYIDO KO! Meron na ba iho?
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