Write it
Today was interesting. When I walked in the door at work, I was told to stay in my office until a certain supervisor came to me. She had a project for me. I waited caught upon email and then she arrived.
My project - I was being asked to sit with and agent, listen to him take calls, and then provide an evaluation. It was kind of strange. They did not want me to train, but to just listen and maybe go over some reports that had come in on him.
I ended up sitting with him for almost 2 hours. He was a little flustered having me there. I don't know how he has done it for the past year. Supervisors have been sitting with all of our agents each month now. However, the more I listened, the harder it was not to train. I wanted to tell him what to do. I wanted to helping him through his frustrations. The more flustered he got the more mistakes he made. I could not believe he was doing it while I was sitting right next to him.
At one point, he had to call a manager for help. We were on hold for a few minutes. When the manager answered the phone, he could not remember why he had called. He was truly lost. Suddenly I realized what the problem was. He could not remember. He knew what he was supposed to do. He could quote procedure over and over again, but he could not react to the now. If the customer did not follow the established pattern of a call, he ha a very hard time getting back to the norm.
When we were done, I suggested he start writing things down, so that when the customer went out of the norm, he would have something to remind him where he was going and when. I have thought about this all day long. We should all write it down. Life does not always follow the norm. We need to write it down, review, and ponder what we are doing in life. It will help us stay on track and get back on track when we fall off.
My project - I was being asked to sit with and agent, listen to him take calls, and then provide an evaluation. It was kind of strange. They did not want me to train, but to just listen and maybe go over some reports that had come in on him.
I ended up sitting with him for almost 2 hours. He was a little flustered having me there. I don't know how he has done it for the past year. Supervisors have been sitting with all of our agents each month now. However, the more I listened, the harder it was not to train. I wanted to tell him what to do. I wanted to helping him through his frustrations. The more flustered he got the more mistakes he made. I could not believe he was doing it while I was sitting right next to him.
At one point, he had to call a manager for help. We were on hold for a few minutes. When the manager answered the phone, he could not remember why he had called. He was truly lost. Suddenly I realized what the problem was. He could not remember. He knew what he was supposed to do. He could quote procedure over and over again, but he could not react to the now. If the customer did not follow the established pattern of a call, he ha a very hard time getting back to the norm.
When we were done, I suggested he start writing things down, so that when the customer went out of the norm, he would have something to remind him where he was going and when. I have thought about this all day long. We should all write it down. Life does not always follow the norm. We need to write it down, review, and ponder what we are doing in life. It will help us stay on track and get back on track when we fall off.
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