Quote:
Originally Posted by skeksi
I can sympathize. I've been doing some tech support stuff at work and it's had me in tears a LOT.
You're feeling a lot of pressure from your trainers and from yourself. It sounds like you can find a lot of weaknesses in your work--but you can't change everything at once. I'd suggest, MOnday, choosing one thing to focus on during all your calls--one thing that would help satisfy your supervisors, like taking the time you need to find the right information, or getting the information about one specific area correct. You can't fight a war. On all fronts, you've got to choose your battle.
And don't forget to give yourself credit--for your willingness to be honest with yourself, for your desire to do well, for your willingness to learn.
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Yes, they said you are not gonna learn everything at once which is true so why the need to let us go from training when they were suppose to let us go in Dec? When I got scored, I lacked building the relationship with client(s), empathy, letting them the next steps and educating them, a couple of other things. There's the main part that needs to be corrected.
When I am working on an issue, I don't do small talk I concentrate we can talk afterwards. I don't know what else to ask the clients, we can do small talk just don't be on the phone with them for a long time. Of course, I need to keep working on my phone skills hard to maintain conversations on the phone (hence is why I text a lot).
I hate pressure I never thrived from it and hate being graded on performance puts more added pressure on me. Those knowledge items are not always ready to find it's not like google search. I am always the one who needs help the most.