A Travellerspoint blog

More lines...

overcast

Here are a few more lines from my favorite agent:

I assume that you book it way long ago.. like maybe a week ago... we cannot be able to give any special discount now.

Let me give you the direct line to our telesales. Jas remember to press the option one as soon as you get the line..

I’ll just go on ahead and charge your card. Okay the charged has been successful.

Because the system ashwally assign seats (sehts) for you…

Let me just read on further

There’s really no such information...

From Bongga: (overheard from a .com service agent) Let me give you, you're itinerary number ser. You have pen and ballpen? Oh, sorry. Pen and pepper, ser?


He’s not on the line anymore, but judging his tone… - Aba, Judge ka?

I just advise you to hold the reservation for her ahrayt? ..oh rehleh? (really)

Para nyo nang awa!!!! IT DEPARTMENT: please enable our volume icons again. We really need some music on our PC's.. to drown out this agent's lines...

Posted by GingerFerrer 23:09 Archived in Philippines Tagged educational Comments (0)

My Favorite Agent

AHYRAYT!!!

sunny

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Alam nyo ba, si favorite agent ko.... ang phone name nya ngayon eh iba na. Mas madaling intindihin. Hay salamat. one prayer answered.

Siguro, naawa na ang sup nya dahil everyday nalang nga nya iniispell ang phone name nya. So, binigyan na sya ng bagong phone name. Di ko na sasabihin kung ano na ang new phone name but my team mates already know.

Quiti and I were seated across her and could not help but wince as these lines were uttered:

"we are operating a standard procedure here." - kawawa naman si standard procedure, naoperahan.

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"mem, yes, mem, we are obliged" - I have no idea what this means

"we gave you recap" - ?

eto ang da best: "hindi ko naman sha pinakikinggan, kse hindi ko naman sha maintindihan, ano ba naman yung accent nya noh!! " - sha pa ang may gana mang-lait ng accent ng may accent!@(^*$&&#()

QUITI'S FAVORITE: we cannot be able to.... at meron pa.... they can be able to...

"what hotel do you want me to search?" - kakapkapan ba nya toh?

(Hinahanap ni pax ang JOLIET, ILLINOIS.. ang tinatayp malamang ng hitad ay Juliet, Illinois. Hindi nya makita...) "Hmmm, Juliet, juliet. No, I am not seeing that si-teh. Can you spell for me the name of the city (si-teh)?" .. type type type, "oh, I goht et. Unfortunately, there are no availabilities for that e-rea." - kung ako si pax, ididisconnect ko nalang yung call.

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"Didju make this reservation on the internet? which website did you use?... oh, in that case.. No, mem, cos you see, we are just a travel agency. If you want, i can give you the number of the erline directly." - hayyyyyy

"Oh, Im sorry Im not understanding you Mem." - Im not understanding you either!

"Let me jas walk you through here.... (then nagtanong sa seatmate kung pano mag walk through sa Hotels.com..) "Okay, mem, do you see the Sign In there? The Sign In, the sign in link.." ... (after a few seconds,) Im sorry but Im not hearing anything from your end. If you can hear me please do guve us a call back.. - ewan ko ba, kahit ako siguro si pax, malamang ibaba ko na nga yung phone

"Paper ticket are going to be issued for this flight, ahyrayt?" - rayt.

"Are we doing 50-50 or 60-40? Ayhrayt, and the card number is?" - Pwede pala silang maghati ni pax sa bayad.

Posted by GingerFerrer 19:46 Archived in Philippines Tagged educational Comments (12)

Fashion Faux Pas

Naglunch ako mag isa sa pantry, kase rest day ni Quiti. Nabwisit lang ako.

Hindi naman ako mahilig magbihis ng magara. Hindi naman sa gusto kong lagi akong hubad, pero alam niyo na yun. Hindi ako sosyal manamit. Naka jeans, t-shirt at fake na crocs na slippers lang ako pumapasok sa office. Minsan pag sinipag lang ako nag sh-shoes. Comfortable lang. Wala akong hilig sa branded na clothes, pero marunong naman ako mag appreciate ng beauty ng damit at nagdadala.

So eto nga, nag lulunch ako kanina. May nakita nanaman akong kahindikhindik sa sight. Isang girl na naka racer-back na stripes at nakabalot ng comforter. Itatago ko sya sa name na MNLSocialite. Maliwanang sa Emplyee handbook na bawal ang sleeveless, backless at lahat ng klaseng less sa floor. Pero, wag ka, si MNLSocialite, lagi ko nakikitang naka sleeveless or plunging neckline. Walang sumisita. Sikat kase sa floor. Maraming kilala.

Kagaya nalang ni MNLBalingkinitan. Kung anu-anong pauso ang ginagawa sa pananamit. Nandyan ang magsuot ng ID sa bewang, para ipakita na kaya nyang gawing hip-hugger ang ID lace nya. Pero, I have to admit, bihira lang ang makakagawa nun. Kung ako siguro ang gagawa nun, kailangan ko pagkabit-kabitin ang 3 ID tags.

Si MNLHalakhak naman, TS na toh, pero naku po. Kung manamit eh kala mo sa Quezon Ave sumaside line. May style din to na naka pink na racer back tapos nakalabas ang black bra strap. In freshness, minsan maayos naman ang mga porma nya. Hindi lang talaga maiwasan mag mukhang slut. Siguro dala na rin ng nakakarindi nyang tawa na umaalingawngaw sa buong floor. At ng pagkukwento nya ng lovelife nya sa pantry na naririnig ng lahat ng may care makinig.

Pag papunta kame ni Quiti sa pantry, di maiiwasan dumaan sa ibang aisle. Dun ka makakatanaw ng mga sumisilip na langit. (Langit nga ba?) Naku, ewan ko ba kung bakit mahihilig magsuot ng low-ride jeans at mataas na panty. Pag naka upo tuloy, nakalabas ang panty. Minsan, may nadaanan pa akong rep na parang madungis yung panty. Nakakahiya. Meron din namang i-wiwish mo na sana panty nalang ang nakita mo. Kase si MNLKuyukot, laging labas ang kalahati ng pisngi ng pwet. Sarap hulugan ng piso.

Sabi rin nga pala sa handbook na bawal din ang shorts and mini-skirts sa floor. Pero etong si TSOhmyGosh ay laging pasaway sa rule na yan. Mahilig sya mag denim pleated miniskirt, or denim pencil cut mini skirt. Tapos tumutuwad pa yan sa may CMS Station. Masagwa tingnan. Promise.

Marami ding rep naman ang nagsusuot mga baby-tees na lumalabas naman halos ang matress nila. May clashing patterns, at kung ano ano pa.

Pero, marami din namang masasabi ko na maganda magdala ng damit.

Like si Mommy tess, taga e-mail team. Simple but elegant kumbaga. Type ko sya manamit.

Si Quiti, hindi physically sexy, pero gusto ko din sha magdamit. Parang laging mabango. Sosi look kumbaga. Subdued elegance.

Kung crush ni Daddy Kit, magaling din pumorma. Mestizahin kase eh. Parang pag hinawakan mo eh kakapit sa kanya yung dumi ng kamay mo.

Si MWee, ang pinaka-fashionable OIC on the floor for me. Hindi siya nagsusuot ng ID lace sa bewang pero sexy ang dating ng outfits nya.

Sila Tanya at Ianne, mga simple lang din. Pero hindi mo sasabihing naka pangbahay.

Next time na yung kasunod. kakain ako.

Posted by GingerFerrer 17:38 Archived in Philippines Tagged women Comments (0)

EOP - English Only, PWEDE?

account bashing

sunny -17 °C

For almost three years now, I have been a call center agent with PeopleSupport. Im proud to say that we can rightfully boast that PeopleSupport is a leading provider of offshore business process outsourcing, with more than one million customer communications per month.

I took calls for around eight months in my first account, then I applied for an account transfer afterwards. I chose to transfer to Exp because of it's status. Exp reps were supposedly very articulate, well-versed, knowledgeable and had incentives for new reservations made. My old account, although with Travel, did not have incentives and had an ATT (average talk time) of 2 minutes 30 seconds. Exp reps said their AHT (Average Handling Time) was 7 minutes 30 seconds. I thought it was going to be easy.

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After the grueling six-week training period, I was finally sent to the floor and take Exp calls in nesting. I remember my first call, it was an enroute hotel-kickback. I was sweating because I forgot everything I was supposed to do. The caller was complaining and ranting, and he said he was going up to his room. Luckily, his call got disconnected because there was no network coverage in the elevator.

This account was where I was able to brush up on my communication skills. I am not perfect. I may not be the brightest or most fluent rep on the floor, but I knew for a fact that I did not have serious grammatical and diction problems. Exp reps were the cream of the crop, so they said.

I am now with the E-mail Team, thank God. I no longer take calls. No more irate customers shouting as soon as you gave your opening spiel. "Thank you for calling Exp.com my name is ... " I WANNA TALK TO A SUPERVISOR!!!! Nyeeh?

However, I also noticed that reps nowadays tend to be more in need of training, not just with the client specs, but with basic communication skills as well. Oh my gosh the diction! Dudugo ang ilong ni Cloud sa inyo!!!

I used to compile booboos to share with my friends and teammates, pero dahil araw araw may ganun, napagod na rin ako.

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Here are some of my favorites:

- Sir, thats Q for quebec? for quebec? ... (pause) Sir, thats Q for cucumber! (This is much like the C for scissors agent).

- (Shared by QA): pax is calling to request for a cot in the room. agent says: Oh, okay let me check. ...(pause)... Oh, Im sorry ma'am, but pets are not allowed. (aysus!)

- May I have your itinerary number? (nothing's wrong diba?, pero sabihin mo yung itinerary ng parang may nakaipit na pliers sa dila mo. ewan ko lang kung maintindihan ka ng caller mo.)

- May maririning ka pa na "Pssst, san ang Arkansas?" (Lagot talaga kayo kay Cloud!)

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- Ewan ko ba, sa team dito sa tabi namin, parang 2 reps lang ang naririnig ko na maayos mag english. Favorite ko talaga yung parang public school teacher (to use Mommy Tess's words) kung magsalita. Hindi naman sa dina-down ko ang public school teachers, pero karamihan sa kanila palpak nga mag english. Yung phone name ng favorite agent ko, lagi nalang nya kailangan i-spell sa caller. Pano hindi maintindihan. Kahit ako, sa tagal ko na syang naririning mag calls, hindi ako sigurado sa phone name nya. O baka sadyang matigas lang ang tutuli ko? Meron pa syang walang kamatayang line na, "Ahrayt? anything else I can help you?" Nabibitin talaga ako. Gusto ko lagi sundan ng "WITH!!!"

- At etong si favorite agent, madalas yan "thats 100USD per passenger for ticket reissuance." Mali eh. Kahit i-type mo yan ng direcho sa Word, mag re-red. Naghanap ako sa thesaurus.com at sa Merriam webster. Ang sabi, "The word you've entered isn't in the dictionary." Ticket reissue pala ang ibig sabihin ng hitad.

- Did you already completed the reservation?

- Can you please repeat it again?

There are still so many lines that I've overheard. It makes me wonder, san na ba papunta ang account namin? Pag ganito ng ganito, hindi na kami maiintindihan ng customers. Irate customers lead to bad reviews and feedback. End point... dissolved account. Wag naman sana. CALLING MANAGEMENT AND TRAINING DEPARTMENT!!!! HELP!!!!!

Posted by GingerFerrer 20:34 Archived in Philippines Tagged educational Comments (0)

buti may tatoo ako...

I lost my bag last Nov. 27. Actually, it was stolen. I dont want to go into details of how I lost it, but it hurts. It contained all my ID's, cash, personal effects and pasalubongs. Sheeep, how I wish mag drop dead nalang yung kumuha nun, or ma-karma sha. Sbe ni Buddy, isipin ko nalang daw na mas nangangailangan yun kesa sken. Ok. I was thinking "May cancer yung anak nya at kailangan ipagamot." Pangpalubag-loob.

Pero ang sakit paren. Imagine, all my identification cards! If ever ma-aksidente ako sa daan, ni isang piece of ID wala. Tatoo nalang sa daliri ko ang gagamitin pag identify sa akin. Imagine, my SSS ID, company ID, drivers license, NARIAG ID, Maxicare, IATA, Visa Card (max'd out), AAdvantage, Aeroflot frequent flyer... at eto ang pinaka masakit.. my ATM.

I had to suspend my ATM card, and it being a holiday tomorrow..there is no way I can withdraw my salary. I have to do an over-the-friggin-counter transaction to get my money. It sucks. It really sucks.

Damn those people who thrive on stealing. Damn it. Damn them.

Posted by GingerFerrer 23:11 Comments (0)

FOR THE ONE WHO HURT ME MOST

There will come a time in your life when you will become infatuated with a single soul.

For this person, you'd do anything and not think twice about it but when asked why .. you had no answer.

You'll try your whole life to understand how a single person can affect you as much as they do, but you'll never find out.

And no matter how badly you hate it or how badly it hurts.. you will love this person without regret.. for the rest of your life.

BUMMER..

Posted by GingerFerrer 23:07 Comments (0)

Lora and A Christmas Carol

It's really ironic and funny at the same time how life always gives us back what we rightfully deserve. Be it delayed by a few years, a few seconds, or even by a lifetime.

I have always believed in Karma eversince I was old enough to understand its meaning. "Ayan, na karma ka 'no?" my friends would often say when I get bad luck and they feel its just a form of "atonement" for something I've done which I shouldn't have. I usually shrug and say it's nothing. But deep inside I would know that I have paid for whatever debt I owed.

While driving home from work on the 24th, that was around 5:00pm, Karma came out to get me. Actually, it came in the form of a dog.

I was cruising along a side road near Makati and San Andres's boundary, when this dog suddenly crossed the road. I knew right there and then that I would crash. I tried to veer left and the dog backtracked. I still hit it. I felt the thud as my front tire hit its body. Then I was lifted off my seat and sent flying about 2 meters away from my motorcycle. I felt my helmet bounce once, twice, thrice and scrape the pavement. My left arm intsinctively clutched my abdomen and my right arm was placed around my nape. Everything happened so fast that I had no time to comprehend exactly what happened.

The passengers of the car behind me alighted and checked my injuries. A cab driver stopped to turn Lora (my bike) off and check for damages. I was still on the pavement as I was asked to move my feet, which to my surprise I could still do. Those guys were quite shook up, I could tell. Someone offered to take me to the hospital, but I declined.

When I felt that I was ready to stand up, the cab driver took my hand and helped me up. He told me to rest awhile and call someone if I lived nearby. I guess I looked like such a mess. I discovered that my imitation crocs were totally screwed up. The left shoe was split open from toe to pinkie and my left foot was scraped to no end. That was when I felt the pain. I wondered how I could drive home with my shoe split that way.

I decided to go home first and assess whatever happened.

Driving was so painful that tears were streaming down my cheeks and was getting mopped up by the foam of my helmet. Finally reaching our gate, I felt I could contain the pain no longer and told Nina to hurry up. Upon parking in the garage, I immediately told Iris to please tend to my wounds. My sisters all stared and asked what happened when they saw that I looked like hell.

Ate Aileen told me to go to the hospital to have the baby monitored. Iris went with me to Manila Doctor's emergency room and had the baby and my injuries checked. Good thing there were no broken bones. Just a bruised body and scared soul. I soon got to listen to the baby's heartbeat. It was beating so fast (but it was normal for an unborn baby), and I couldn't help but smile.

When we finally arrived home, Iris and I feasted on lasagna and had a few laughs with my other sisters. It was all in all a good outcome. Because of this injury, I realized that even if I was a pain most of the time to my sisters, they still cared about me. I guess I finally was able to open up to my sisters and somehow received their forgiveness for being such an ass for the majority of my life.

Christmas Eve was spent with Nina and my sisters, with Nina being the star of the night while she opened her presents. She truly is blessed to have aunts like my sisters, who love her so much. I gave her an Island Princess Barbie (her wish since October), and received loads more of toys and gifts from my sisters and parents. She was so excited with her gifts and was not able to sleep until 3:30 am of December 25. We slept in the living room and by 7:00am, she was up and about, all worked up with the presents she was not able to try out the night before.

I remember Ate Aileen saying that I should have sold my motorcycle months ago, and the accident was my Karma for having commited so many mistakes and wrong doings this year. I guess, in a way she's right. Mommy told me way back in April or May to sell the motorcycle to compensate for my financial problem, but I blatantly refused to do so. I felt that if I sold Lora, I would be losing the only thing that made me happy aside from Nina. Lora was my escape buddy, my partner in crime and gimmicks, my tour guide and my friend.

Last Christmas, Lora was not yet with me and I spent that special day with Nina and my sisters. New Year came and I was with the person whom I thought would also be with me this year. But it was not to be. He off and knocked up someone, eventually got married. Christmas past was another one of those Christmases I remember as a kid, wherein I'd catch myself staring at the twinkling lights on our window and I would get that feeling that I was so lonely. I do not know exactly why I felt this way every Christmas Eve as a child. It just happened.

I hope that wherever Karma and the ghost of Christmas Future lead me, I would still have the people I love in it. Mommy, Daddy, Ate Aileen, Ate Dindin, Iris, Nina, my new baby and Buddy. Though I may still be an asshole in the years to come, I hope I would be able to lessen it and think more of others rather than myself all the time. A new year is about to enter, and new challenges must be faced. I hope He would grant me the strength to surpass what He may give me, and not merely run away as I am so used to doing. May He give me peace of heart and peace of mind, to be able to rear my children properly, to be there for them and not just provide the basics. May He always watch over my family, for many Christmases more to come.

Posted by GingerFerrer 03:15 Archived in Philippines Tagged motorcycle accident pain disabilities karma pay_it_forward Comments (0)

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