Machiatto Encounter

Memory lane game

Another day is about to begin. This means I have to prepare for the site visit. It's going to be in the evening since I will also be doing Focus Group Discussions with all employees to know my potential market more. Aside from that, I will be working hand in hand with Joseph. Am I really ready for this? Am I really ready to work with him despite the fact that we  were once lovers who became complete strangers? Well, I should be. I signed up for this project with Hans and Rita. There is no turning back.

After how many hours of talking with random employees from the Call Center, I felt so exhausted. It has been a while ever since I talked in front of a lot of people. But I  had fun with the Focus Group Discussions. I also got a lot of ideas from them on how we can market our Coffee Shop to the company since we are talking about partnership here. We just did it inside the production area.

While I was standing near one of the workstations here in the production area, memories from my previous Call Center company came inside my mind. From the time I applied for the job, the time I joined the training class up to the time I was deployed to take calls, flash back of those memories came into my mind. Then, I was reminded of the time I was struggling on the floor while taking calls during my first few weeks with the company. I had a customer who really had a bad temper. In fact, I am the fifth representative who took his call. Initially, I thought of him as a helpless customer due to his frustration towards the services our account was offering him. Then, as the call went on, he will not stop cursing. So it's like that majority of the call. He does the talking full of ill words. This was also the same feedback I got from the previous representatives who handled his call. The worst thing is this customer happens to be drunk. Well, he does sounds drunk during the call. Good thing that my Supervisor came to the rescue. I almost cried because the customer just won't stop cursing me. I was taught not to let my emotions get to me. But I felt that I was the cause of his frustration because of how bad he treated me during the call. Since that was already the fifth call with the same customer, my Supervisor took over the call and talked to the customer. The next thing I knew, the customer dropped the call for undisclosed reasons. After the call ended, my Supervisor asked how I was doing. Of course, with all honesty, I told my Supervisor how terrified I was because I have never ever encountered someone as rude as that customer in my entire life. That was the first time I encountered a difficult customer. Then, she gave me tips on how I can handle rude customers. One of which is teaching me how to become a strong woman because based on her observations, I seem to be a...well...not really a weak person. But she sees me as a vulnerable woman. Yes. My Supervisor that time is a girl. In fact, she is the only Supervisor I had before I became promoted to trainer. That Supervisor is no other than Candy. I really miss her. How I wish I can see her again. I never got the chance to say goodbye to her before I left for abroad 2 years ago. Before I became emotional inside the production area, I decided to leave. However, while I was walking on my way to the elevator, I saw a very familiar face. Oh my god! It's Candy!

"CANDY!" I shouted. Then, she looked at me and walked her way to me. Maybe she wants to make sure if it is really me she is seeing in the flesh. Then, I approached her and gave her a smile. When she realized that it's me, her former subordinate, she gave me a warm hug.

"Oh my god. Sefi! It's so nice to see you again!" she said excitedly. Then, she released me from her hug. "How long has it been? Two years? But why didn't you tell me about your trip abroad?" Then, he gave me a soft punch on my right shoulder. "Don't I have the right to resent you?" She chuckled.

"Well, you do." I laughed lightly. Then, there was a moment of akward silence. She's right. She can resent me because first of all, she did a lot of good things to me to help me during those times when I was still her subordinate. Now, I felt guilty for not telling her especially that she also helped me out in processing my application for the Trainer post. Then, I took a deep breath and started talking. "I'm sorry for not telling you things. My decision wayback was really abrupt. I was in a now-or-never situation that time."