first day funk.

i'm just about to end today's shift.

i now have my logins fixed... so guess what, i've taken in my first call *wipes sweat offa forehead* and it was a disaster!

"i cannot surf the internet. the blue orb (member referring to the windows vista start icon) shows big fat red x. clicking it doesnt get me anything."

it was clearly a computer issue. i would have gladly jumped the gun and went on with the troubleshooting. BUT the scope of support are well-defined now and we have to follow the process so i held my horses. the caller was stuttering and i had a hard time understanding him. since i advised him it is a computer issue, he wanted me to get someone else for him (duh) so i transferred him over to the next level of support.

first call = escalation. nice. what a way to start :p

anyway. i've had 5 calls today including that stuttering SOB. all of which will not pass as a troubleshooting call. i did not get to troubleshoot today.

second call = spoke with a representative from another department, wanting to know if our department can block adult content from the video-on-demand feature. never got to speak with the customer at all.

third call = customer was dissatisfied with service, wants a technician to fix it. i just scheduled a dispatch on demand.

fourth call = some asshole of a tech went to a customer's house and just left after checking on the equipment. customer wants to verify if tech was going to come back. just as i was going through checking the account, she tells me that the tech just stepped in so she needs to go. duh.

fifth call = i got someone just returning a call. just checked on the account if there were any logs of the outbound call - none. i just told him his account status and that was it.

don't get me wrong here, i would want to provide excellent customer service as expected of me... it's a piece of cake. i can provide that but i have to know the tools i am working with and the troubleshooting steps that are needed for particular issues.

i'm still hungover from the old program/account that we had. i was burping off old spiels. i was mixing them up.

"may i please have the first and last 4 of your social please?"

i was meaning to ask the first and last name... and we don't ask for the last 4 of the SSN anymore. oh and i had closed a call using the old closing script.

this will take getting used to.

i'm so sleepy. update on the insomnia - i'm still having problems. my sleeping time ranges from 2-3 hours and it's crippling me at work.

time to go home.

tuck me into bed please. make me sleep well. dream or no dream. i want to doze off like there's no tomorrow :p