Wednesday, February 6, 2013

Being equanimous, when its required..

We all know true character is revealed only during tough times..I would put it as , we get to know more about ourselves only when we are tested..

I am aware of what irks me, I am aware of the bad-behavior that I exhibit during customer care calls..I realize myself that its not the right thing to do, have been chided by S many a times and I resolve innumerable times to change, to consciously keep calm when the conversation does go well..But, I fail 99% of the times..I'm at a loss to figure out what I need to do to improve myself and make the situation better..One thing that comes to my mind right away is : Keep reminding myself before I venture into any such call that I NEED to be patient, I HAVE to keep cool..again, cliched it may sound, will try next time and see if I can be better and continue it..(that's the trick..I keep cool in one conversation and lose out on the following many(: )

Anyways, last 2-3 days, I had to deal with multiple irksome situations with different people.

Starting from a colleague who is a senior in the team, who has been working on the project for long, who is also in the leader category, but does not take responsibility for his actions which cost others time and effort. In spite of repeated emails to be careful with the code he commits (which affects others in the team), he has an excuse for every single thing that is not done the right way.

Another team member whose day starts only at 12 in the noon and in-spite of knowing that it is his responsibility to report results when the day starts so that other team members organize their day, it goes in deaf ears..

An acquaintance who lies blatantly. Talks a statement in the morning and voices a totally different statement in the evening..

Airline customer care who asks "Why did you enter a wrong email address " for a good 15 minutes..Madam, I'm a human, and I make mistakes. This is a  typo (for which I'm repenting by talking to you for a good 15 mins , during which I can channelize my energy in a constructive way) in the email address (Who on earth would wish to intentionally make mistake in the email address while booking tickets ? ) . Kindly excuse me..I do have all the other reservation details. Could you pls forward the ticket to my correct email id? But all this explanation goes in the air..And I sit here , with the temperature having shot up for the 5m radius around me :)

Bank Customer Service : I'm unable to login with my credentials and neither does the link work well when I attempt to go in for "Forgot UserId/Password" . The customer service lady on the other end simply doesn't allow me to explain the problem at hand..While I explain her the whole attempts that I've been doing, she tries to cut it short and says "Mam, I understand your situation, Please be on hold, I will get back" While she is back on the line says "Mam, Just click on Forgot user id/password, fill the steps and you can retrieve your credentials" . I try and tell her that I  have attempted this , but the page always comes back to step 1 (after I enter all details in Step 1) , and neither does it show which field is incorrect..She goes on mute for some time and while she returns, repeats the same statement what she said earlier..My BP shot up and I raised my voice and told her that I am trying the same , but  she merrily repeats the same statement again. I had no option but to hang up.

Bank Customer service (this time, from credit card division): S is traveling and he has left his phone with me. I get a call from the bank and the voice at the other end asks" Madam, I want to speak to S". I say" He is traveling and I'm his wife, Tell me what is it that you are looking for from him?". Comes the reply "I need to talk to S regarding his credit card transactions".
Me: Ok, Tell me, what is the question regarding his CC transaction?
CC (Call Center or Credit card lady or whatever) : Mam, regarding his transactions, I need to talk to him.
Me: I do understand its regrading his CC transactions. But, what exactly do you want?
CC: regarding his transactions
Me: Phew..yes, which transaction, what E.X.A.C.T question
CC: Mam, I'm telling you, its regarding CC  regarding his transactions
Me: Ok , Yes, he is doing transactions in his credit card. What do you want? Which transaction you are concerned about ? What details do you require?
CC: This is regarding CC t.
Me: I raide my voice and ask : Pls tell me your question
CC: When will he be back
Me: On Sunday
CC: Wont he be back on Saturday??
Me: He will be back on Sunday
CC: Can you ask him to call us on Saturday
Me: Since he will return only only on Sunday, I will ask him to call on Sunday
CC: This is regarding his CC T. Pls ask him to call us on Saturday
Me: (raise my voice). Sorry, he wouldn't call you. If you want, you call back

The above situations are fresh in my mind as they happened in the last couple of days. There have been multiple instances when my temper has flared and sometimes, I've been very slow while communicating with the people on other side..It would appear to a spectator  as mockery. But, in order to get the issue resolved, I only try to go allow when I feel that my questions are not being answered. Rather, I try to phrase it differently or go slow while talking just with the hope that it will help the person on the other end. I have been scolded many many times by S for this behavior of mine.
As mentioned earlier, I am well aware that such conversations/such situations are  simply not worth getting tensed or losing temper. At the same time, it irks when we are made to run around pillar to post (in this case, with calling the customer care multiple times, writing to them, following up for days together to getting questions answered. doubts cleared or issues resolved ) ..It is only me that I can change..So, this year, whatever customer support , let it be done with the above episodes..Let me resolve again (so what, if its a repeated resolution..I'm quite tired of resolving over and over for the same stuff..But, I will have this as a reason to stick to the resolution and let me see how I fare :)



  1. Been there done that.. :)Ha ha ah LOL on the last situtaion... I too try to speak slowly clearly to make myself v clear, still the same thing happens... V similar situation happened to me recently where the guy kept on repeating the same (nonsence) answer for my valid question...I too used to loose temper, U know what I do these days.. I just laugh n make it a stress buster and smile n disconnect the phone..

    1. Sometimes, it irks , sometimes, we end up smiling and other times, we tend to distance ourselves from the situation and view it as a thrid person and observe the conversation ..yes, similing is the best option..Lets continue doing that..Sometimes I wonder how the caller is delaing with, endlessly calling one after another repeating the same "Free International credit card etc..etc"..and 99% of the time, receiving a "No" response, in different flavours..