-I apologize...MY ASS!-

I am an inbound call center representative. My job basically is to answer phone calls from our customers inside and outside of the country. I say 85% of the time, I love what I'm doing or else I wouldn't last 7 months in this profession. The remaining 15% is still in question.

My duties are very easy. I navigate through 5 different computer systems while talking to a customer. I have to listen to them as well while doing that and I have 3minutes to finish the call. I am just blessed that I dont have to sell anything to make a good pay. all I need is to do well and I get a bonus based on the salary that I get on a monthly basis. My manager said im doing well (which i think they never expected since English is not first language) because I have received 4 bonuses since I started.

The only thing i didnt like about the job is the fact that you get yelled and cursed at for something that you didn't do. Customers get mad for reasons that you try to explain to them and yet refuse to understand. As a customer myself I could understand their ourbursts but i couldnt help but be mad to those who cannot comprehend that you're just complying with your company's policy and procedure. In this profession, I have been called stupid, retarded and incompetent. These customers as I have analyzed are those who think that they know better and that you have to meet their terms since YOU are working for THEM. They are so arrogant for a lot of reasons. These likes are those who refuse to admit their mistakes thus putting the blame on us. And what's worse is that I have to apologize and show empathy towards their frustations. I say thats totally BULL!

My first month was tough. I remember myself crying after servicing a call because of this particular lady who refused to give her personal information hence I couldnt complete the account verification. When I told her that I couldn't go on and I need to verify the information for security purposes, she started calling me names that nobody deserved to be called by. It lasted probably 25 minutes before I finally had the courage to hang up which is against the rules. I have a lot of experiences regarding customer outbursts but this one definitely topped them all.

I know that as a representative, it is my job to render good service to the customers. I dont think that I have failed in this category. In most cases, I have received gratitude for the positive attitude i have showed in just 3 minutes of taking the call. But i couldnt help but feel abhored by those who make my job more difficult than it really is. This is what I want to say to all- since most of us are either customer or C.S Representative- IF YOU WANT GOOD SERVICE, BE A GOOD CUSTOMER. Because I am and I am polite to everyone.