This was an interesting week. I did pretty well this week. While this week held it's challenges, don't they all, it had some really big highs too. I made a 100% on my assessment! We took this one earlier in the week. We started taking live calls on Thursday, I think. Our first two calls our trainer "sat" with us and listened to our calls and would let us know if there was anything he thought we needed to do during the call. While I was waiting on him to get to me for my turn, I found a message from him from the day we took our assessment that I had missed. He had wanted to recognize me for my grade on the assessment! He wouldn't do it without my permission, though. Even though it didn't end up happening, just knowing that he wanted to give me kudos for a job well done made me feel great! That was almost as good as the entire class knowing I had aced the exam.
Taking calls - That was an experience. Each day brought a little more confidence while holding it's own challenges. I can't really share my stories about work, but let's just say the first day brought a frustrating, at the time, story that was filled with confusion. By Day 2 of taking calls, I was ready for this customer to return though, because no matter how frustrating he was, it didn't compare to the frustration of Day 2's frustrating customer. I am still new and in some ways I am struggling. They do not want us telling our customers that we are new because they instills a lack of confidence in them, in us, right off the bat. Well, I was struggling with this customer and trying to seek information/help for her. By the time I got the info the customer needed, the customer refused the info and told me they would be contacting corporate about me. Since I am still in training, I am not super worried about it (which is huge for me because I have anxiety about everything) but it was very frustrating none the less. Not just their reaction, but the whole process. I am hoping, and believing, that as time goes on, it will get easier. Hopefully, I get to stick around that long. All in all, most of my customers were understanding when things took time. My trainer was very understanding when I needed extra help so that was reassuring.
Week 5 (and beyond)- Thus coming week will be more OJT (on the job training - taking calls) before we go back to the class room for addition training for the rest of the systems we need to learn. After that we will have another week or two of OJT. Then we will be out of training.
I guess that is the update for this week. I am hoping for a good week this week!