anticipation.....

This morning finds me bracing for two events. The first of which is the 4-7 inches of snow NJ is expecting this afternoon. I really despise snow. Let me clarify: I really despise snow if I have to drive to work in it. Were I presented with the opportunity to observe it from inside in a pair of sweats, I would thoroughly enjoy it. Unfortunately, I work for a “vital service” and am required, even amidst a “State of Emergency” to go to work. Usually this is followed by “forced” overtime (a contract stipulation), to make up for increased work flow and co-workers who are unable to physically make it in to work. My only comfort this year, is that I finally have a four wheel drive vehicle. Here is where I interject the fact that I love my Honda Element! The second happening is that I will be manning the “Supervisor Line” today. This means along with valid customer concerns, I am to be dealing with “the squeaky wheels”. This group of calls deals with people who have no reason to complain other than having a miserable life and needing someone to suffer their lamentation. The entire time the second group of customers is droning on, all I can think about is the first group who has real problems, for which I am happy to do all in my power to resolve. I often imagine myself telling them something along the lines of, “you think you have a dilemma?, I have a customer with severe medical conditions that I’m working with, who actually has a reason to be upset!” This is the basis for me calling my job a paycheck. Okay one of several reasons. In general I do like helping people, so when the bureaucracy I am employed by allows me to do so, I thoroughly enjoy my job. The rest of the time, however, I am continually disappointed by people in general. I won’t even go into the “rules & regulations” of my job that make me hate it (I have to be careful because I’m sure “paycheck” had me sign something a couple of years a go which prohibits me from doing so) I am sure that anybody who has a job in customer service will agree with what I am saying. I won't even get into people who talk with food in their mouth or yell across the room at someone withouth moving the phone away. I do get some wonderful, polite, genuinely nice customers. On the other hand, I honestly cannot believe how mean and rude some people are. I have been called names by customers I would not accept from a close friend. I guess like people who tend to be more aggressive when they are driving because of the steel barrier, these particular individuals possess a certain amount of bravado because they aren’t facing me. I hate to generalize but doctors’ offices and reverends are the worst. This floors me. I will admit here that I really enjoy addressing an MD as Mr. or Mrs. just to tick them off. They always insist you use Doctor. At some later time I will submit a list of things not to do when speaking to a customer service representative, if you require assistance. This will suffice for now, as I think my espresso is making me follow a tangent which it is too early to let mandate my mood for the day. After all, I am working from 1-9pm and it is only 9am. Were I a productive individual, I would embrace the aforementioned thoughts and facilitate them as a catalyst to get some homework done. I must be a small individual. Alas, Alas! I am apparently no better than my worst customers. I will post later tonight with an update…I know, you can hardly wait.