...nothing can help you prepare for it. anything can happen. but this time i was no lomger wrought with anxiety on what lay ahead. i kept my cool despite:
- spending more than 10 min (beat that!) taking the customer's username and phone number on the first call,
- QA listening in to one of the calls and getting a 0 (as in zero-even lower than my 1st phychem exam back in college) on it for a non first call resolution,
- groping for the right tool when a customer says something else than what's on the cheat sheet,
- missing lunch by two hours (a most terrible circumstance to be in),
- clicking on the wrong aux code for paid breaks (and not knowing when to use the personal aux),
- failing to catch the attention of SME's and SA's for quick fixes , and
- requiring escalation for the last call and missing logging out on the scheduled time.
(my kennel is growing. it's three dogs and a cat no more so blog name is back to original)
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