They can train you for 17 days, they can teach you every system, every TLA in the book, I mean you would not believe what goes into delivering your dose of fresh clean entertainment to your home every day, the systems, from the central facility to the local office to the pedestal outside your house that you always wonder about as walk or jog past it, like, what is that thing for? guess what, it’s probably the thing that brings your cable service to your home, to the aerial wire to the NID to your receiver inside, you would not believe how far that signal travels and how many men and women it takes to get it there, it really is a thing to behold. But they can train you for 17 days, and even though the trainer is dogged and funny and delivers the material effectively, you simply cannot ever be ready for the first days, the first days, when there will be strangers on the phone desiring answers from you, and to deliver those answers you must be in a minimum of four computer tools, maybe more, and they are complicated freaking tools, and the fact is that despite 17 days of training, you do not actually know a darned thing, and you feel feeble-kneed, and you say “uhhhhh” a lot, and you know you’re not meeting the client’s quality metrics, or the time metrics, or the service metrics, or the metrics metrics.
When I’m pretending that I’m a coach, I’m always saying, drop a pin right here because I’m going to tell you something you’re going to need in the middle of that call, in the middle of that call where the person is overly-insistent, or angry, or difficult, get the pin you dropped because here’s what I said when you dropped it: That is the customer who’s going to improve you. That is your breakthrough guy, your light-bulb over yer head, your teachable moment. When you are sweating and squirming and saying “uhhhhh” a lot, that, my friends, is called “learning.” And when you’re done with that call, you will, involuntarily, put your hands in the air like Bruce Friggin’ Jenner, because that feels goooooooood.
I’m just saying. I had one of those today.
I know I’ve been a mess lately, a real big whining pain in the ass making noises like a wounded dog. Sorry about that. I haven’t faced a disappointment that arduous in several years. And circumstances surrounding these 17 days made it more so the bittersweet. But that I’m having moments like that at my job, that is a good sign. The agita is lessening and the clouds seem to be parting.
