Venting out.

I feel so inadequate for my current job. And that doesn’t only include the knowledge of the product that we cater to but also the skills for customer service. This job had been a very emotional ride for me, getting euphoric at the VSATs that I get and turning more frustrated at every issue I can’t resolve.

Where was that guy in college who can do and achieve everything at his will?  Where was he, the confident one who can afford to slack off and still get good scores? Now I am always on the rocks, unsure of everything I do. 

Surprisingly, I got a passing score for the transition program. This means that I will go straight to production and will be joining a new team.

And that was the least thing that I was expecting. 

All along I thought I would go to remediation (still in training) or be gone in the company after the 20-day transition program. Then again, I find myself this week sitting near my team in the production floor.

“Have the heart for customer service,” TL Jycko said on one of the last days of transition. I ask myself up to today if I really do have the heart for it. Still, I can’t answer a straight YES.

First of all, it really dawned to me that I still don’t know a lot about troubleshooting. I am hardly a technical person. It terrors me to provide reassurance to the customer that their issue would be fixed even though I’m not sure how to do so. You have to sound confident like you have a PhD on the topic. You have to walk the customer though even though you don’t know if you’re on the right path. Fake it ‘til you make it, the communication coach said. Then I realize that I really suck at faking and saying it using positive scripting. In college, I wrote for the local college paper so I was really not trained to use “nice” sounding words, but instead I use the words that aptly describe the situation. Like straight-to-the-point, non-flowery words.

Then again, I realize that there is also some benefit in learning this positive scripting thing. It helps you to become a more agreeable person and will allow you to overcome objections.

There are still a lot of things I need to learn. I just hope I have the strength and the will to carry on.