I was hired to take inbound support calls for IBM’s Thinkpad Notebooks. I would be given 6 weeks of training and then if I passed I would work a 2 year contract. It wasn’t what I had hoped but it was work and it was IBM. I couldn’t wait
I am by nature an introvert. When you meet me in person you may think that I’m extrovert. It’s an act. I’m a great conversationalist, an observer, and mildly empathic. Wonderful skills for sure. But expensive to use. Most people value their time quite highly. I have learned over the years to value my energy. It takes me a great deal of effort to get and I tire quickly when it starts to run out.
I know this was a contract position and a knew that it would eventually run out. I needed to make connections to keep going in the industry. I needed to change my approach… and fast!
I made a conceited effort to meet everyone in the group. Help whenever I could. Laugh at every joke ect ect. Man it was hard. It worked though. I met some truly amazing people and made one lifelong friend as a result. This man would continue to guide me in my life to this very day.
There were about 15 of us in the training class. Most of us were around the same age. All 20 somethings looking for a start. There were a couple of older guys looking for a restart as well. It was a whirlwind. Most of the training was on the product specs and the call centre tools that we would need to do our day to day tasks.
An interesting component was the phycology of working in call centre. Using empathy but not getting carried away with it. Always be courteous… It harkened back to my time in the health sciences. I was having a blast.
At the end of week 3 we got a surprise. Week 4 of our training would be our last. We would be put on phones at the conclusion of week 4. I was nervous but optimistic. We were a close group and we were all in the same boat. I’d make it.
Fast forward to day one. Headset on… Check!. Computer logged in … Check! I was ready!! Ding!! First call. I am … NOT ready!!
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