Employee In Training.

You know how yesterday we were given super cool spy badges? Well. Today had an adventure all its own. Thank you training. You never seem to fail me.

Today was the day that Joel wanted us to take at least two calls before going to lunch. We listened to calls for about two hours and for the last hour took turns taking the calls. Here's how it went:

~Calls numbers 1-5~

Totally normal. Normal customers. Normal problems. I was anwering their questions in my head and feeling pretty good about myself doing it too. Customer would call in, "Thank you for calling Vivint this is So-and-So, how can I help you today?" Customer would then proceed to complain about various problems that had nothing to do with our company (Literally. Nothing. I was trying so hard to keep from laughing.) And this went on for the next couple of calls. 10:30 rolls around and Tyson/Joel remind us that we need to start taking the calls now. Sweet. Here we go.

Next Three Calls, Brought to You by Sarah:

"Thank you for calling Vivint, this is Sarah, how may I help you today?" "Hi, Sarah. This is (insert name.) I'm a tech in (insert city.)" I then proceeded to accomplish three calls along these lines looking up customers accounts and making notes to call them and check up on their system. Yeeeaaah... Never talked to a customer. Dah. How often does that happen? Pretty much never. Which is fine. I did learn how to use the CMS server though! 10 points for me.

Ready aaaand... Partner's Turn....

So. Professional we were training with had normal calls, I had random "I never ever get these..." calls, so what does Kelsey get? Escalated calls.......... I'm so sorry. Nervous+annoyed customer does NOT equal a good first experience. But it gets better. Or.. worse, I guess. Kelsey's first customer was only mildly annoyed and asked to speak to our "trainer." Ok, so put him on the line. Check. Our NEXT customer was what got to us. Kelsey didn't take the mic. back, so Collin did. Customer calls and demands a cancelation. Which.. sorry.... you're outside of the terms of cancelation in the agreement.... That does NOT make an 85 year old southern woman happy. In any way. Scary. I now fear for my life...

So. What can make this experience better?

~Snack Wednesday (Mmm... Cookies AND cupcakes!)

~Suishi AND grilled cheese for lunch. Can life get better??

~Planning a "Training Class Field Trip"

~Tyson's Question of the Day (How would YOU kill someone??)

~Random Chocolate. We love you Joel.