Sumptious Sunday

Today was a much needed kick back and relax kind of day with a short shopping trip in the middle. Oh my kind of day. I needed it with yesterday's sofa delivery. We were responsible for getting the old sofa out and it was no small task. Fortunately, midway through task, a neighbor came over and offered a hand. Without his help not sure what we would have done. Old sofa is on the sidewalk with a sign "free" (no takers yet) and it's a queen size sleeper sofa with no tears in the fabric although the cushions were flattened with wear. I usually get attached to furniture but this sofa was never comfy for me so I was glad to see it go. Now trying to get adjusted to a new sofa with lots of support and it's taking time.

I have a lot on my mind these days. Many changes at work with a new CEO and many new top people who make decisions which govern how my work is critiqued. It will all be changes for the better I believe. With all changes come adjustments. I am not as adaptable as I was in my younger days. It is hard to change a "call flow" once one has become ingrained and my job has me constantly making as many as three or four new changes in each call. Since I take about thirty a day you can imagine how much concentration this takes. All the while coworkers are talking on their calls, to themselves, each other and me. There is constant discussion on just what good customer service is. They want our customers to have a "wow" experience. I get that. There are customers however who subscribe to a service that for reasons out of their control, they cannot use. When they call to disconnect their service they are disappointed. Often they are given misinformation from a competitor trying to blame us for something that they failed to do. While you gently try to explain this, you must be very careful what you say and you do not want to anger the customer or argue with them. Some customers want nothing but to argue with you and vent all their frustration at you. Often once you have assisted them, they apologize before hanging up and thank you for your help. Mondays are the days we receive the most calls. After a weekend of build up they are often heated. It takes extra patience on Mondays. I am paid to do this job but sometimes I wish I could opt out on Mondays.

In a very real sense, the writer writes in order to teach himself, to understand himself, to satisfy himself. ~ Alfred Kozin