Life's Learning Lessons

This entry serves to re-iterate a point made on 24th September 2004, Friday, entitled "Brown Town".

"Be nice to the person that serves you, and you might get back more than you've requested for."

People engaged in my line of work (i.e. customer service) would usually go out of their way to provide better service to customers that they deem deserve it - That's how I work anyway. I'll never hesitate to run that extra mile to attend to a customer, if it was politely requested: A "Please?" wouldn't hurt. A smile would be appreciated. If the customer would to throw in a joke, it's affirmation that I'll do all my best to please them. It's tiring to go all out, doing your best for everyone. Some probably won't even appreciate it. Which is why I said - "Deserving".

It's amazing how some treat you as though you owe them the world, when they are the ones that owe the bank for using their funds - It's a credit card for goodness sake. Giving the cards away for free doesn't help - When all the other banks are doing the same thing, it all boils down to who can provide the better service. When that happens, the nice people that are actually providing the service get relegated to the slums of the universe. Like I said, we owe them the world.

Take a customer I met today at one of our branches today, the customer service personnel were pretty inconsiderate to redirect them to us without properly assisting to them first. I'm from the online banking department by the way; so, request of a new ATM PIN from me would be a.. Huh? What am I supposed to do? Tap on the offline demo on my laptop and pray that the new PIN appear?

So I told the customer, "Please be patient with me." "But I'm being patient!" he rebuked. "Patience is Virtue." The phase speaks for itself.

Another occasion where a customer asked me something about saving interest. I tried to redirect her to the customer service where they'll be able to provide more accurate information, "But don't you work for the bank?" she went sarcastically. I'm from the Online Banking department, for crying out loud. Would you go to an eye specialist for a liver problem? Just because we work at the bank, we're expected to know everything.

I first started this job, all terrified to go to our branches. That's where the customers would get you to help them with the ATM machines. The situation forced me to learn how to operate the machines more efficiently, and now I can double up as a line manager. It's an advantage I would say - Customers are more compelled to listen to you once you've helped them.

It's not a big problem really; you'll always meet people that give you a hard time, as well as those that are immensely pleasant. You've just got to learn to deal with it.

You reap what you sow

I've finally earned my bragging rights. 3 months into the job and I've leaped from nothing to the 3rd best in performance. Following the statistical breakdown during our meeting today, my supervisor, Weiliang, delivered some shocking news to me. It was shocking solely because of the way he presented it - As though I had committed some grave mistake.

He walked into the room with my boss and questioned me in front of the rest of the group, "Do you remember a customer by the name of Miss Chan Bee Hoon?"

"Was there something you did in particular during that appointment?" my boss prompted.

"Huh?" I went, only to be confused further by my boss when she said, "like ate her bee hoon or something?" With a name like that, you'll probably think I'll remember the customer. The name rings a bell, but nothing about the appointment seemed significant.

I was pretty perturbed at that point, thinking that it would have been a complaint by a customer that I've unknowingly offended.

"What have I done?" "How do I get out of this?" the thoughts raced through my mind, as I figured the solution to a problem that didn't exist. I have a tendency to do that, anticipating the worst case scenario so as to derive a solution.

It turns out that the client used the e-mail service on our internet banking website to compliment my job well done. I don't remember much of the short praise as my supervisor read out the note - "Patient" is all I caught for that moment. All I recall doing was heaving a sigh of relieve, while thinking, "Thank goodness!"

Apparently only 3 people, to date, have received such complements from their customers - Both of which are my supervisors, Weiliang, Raymond, and I.

With my 3rd month, I've made 3rd best, and was the 3rd to receive customer compliment - As I've mentioned, bragging rights. Being in the service industry, it feels good knowing that your work helps others, and that they appreciate you for it. I should probably be more confident of myself. I know that I've done my job right, and I shouldn't worry about it.

As it turns out...

I've got the part, and filming starts this Sunday. I did mention that I'm not exactly paid for this right? So technically I'm not moonlighting - It would be extra-curriculum activity. However, I'll get a DVD of the film after it's done - For the portfolio.

My first step into media

I went for an audition today - For a private production to be used in an international competition. Solely because my cousin went for it and persuaded me to join her. I thought it might be fun and obliged. The film is about a video, entitled "The Video".

I can hear the critics going, "There we go again, another cheesy horror film with utterly no prospects of becoming anything. Why do these people waste their time?"

Doesn't bother me if you ask me. It's just for the experience of filming, and to spend my weekend a little differently from usual. Just 3 days of shoot anyway.

I've auditioned for the role of the main cast. Don't want to divulge too much information of the film. Not too sure if there's some copyright law or something. Furthermore, I'm not sure if I'll get the part. However, a tip-off from my cousin revealed that they're desperate for male actors, so perhaps I'll get the role after all. Heh..

Big Brother Bryan

I played the role of the elder brother today. Wait, I am the elder brother. Point is, I had to be all big brotherly and talk to Sean, my younger brother, about his behaviour. I don't usually do this kinda things - Guess I felt that I had to intervene.

He confined himself in the toilet because he was afraid of getting scolding by my parents - He's 11 by the way. I had to coax him out of the toilet, which I did. It was quite an episode, and I hope he realises my point. It feels quite good to know that I have an influence on my brother. The situation he was in reminds me of those times where I'll be reflecting on my mistakes after a good scolding - Hopefully he learns.

To Cookie:

heya.. i stand guilty of neglecting my blog and i aplogise.. i've allowed work to get the better of me.. i regret not having found more opportunity to do so.. unless something interesting happens at work.. i've got nothing much to blog.. it's pretty much routine already.. i appreciate your enthusiasm of my well being.. thank you.. do pop in once a while to see if anything has changed.. i will update at my own time.. don't want to post anything for the sake of doing it.. if it's any consolation.. it's good to know that people are interested of what's been happening over here.. thanks again..

A break from a day's routine

I met Matthew today - He was a customer of mine. What are the odds!? Okay so we pre-arranged it - He is a customer of Citibank, and I'm an employee. That was the excuse we used to meet up. Which got me thinking, why do we need an excuse to meet up? I could just hang around, find a coffee house, and "relac one corner only". That's good enough for me. Probably of the hectic schedule that I get everyday, it'll be good to just sit around and watch the world strafe past you. Not too sure if Matthew would like that though, might not be his ideal pastime for the weekend.

We had dinner and popped by my place at Commonwealth where I did my routine demo - He took up some of our services. Haha.. appreciated dude. No pressure I hope? That's the problem when you blur the line between work and friendship. Hope it wasn't too awkward.

Wonder what I would be like to be room-mates. Part of the reason why we popped by Commonwealth - To take a look at the place. (realization) Wait.. we were room-mates in camp. Anyway, all that talk was finally put into action. Whether it should materialize is yet to be seen. Should all go well, we might be room-mates again - Good times..