July updates

First of all, I have 2 sisters having birthdays in July - on 23rd & 24th July...happy birthdays to them. One had celebration outside Malaysia, while another celebrated in Malaysia.

On the 15th July, I went for training in Shell, Cyberjaya with my colleagues, three of us.
We visited Shell's call /customer service centre, learned some tips on whole customer service process.
It was indeed an eye-opening experience for me because I never seen such big group of people handling calls from customers, the center is separated by region: Singapore, Hong Kong & Malaysia and department: Retails, Lubricants, Suppliers, Delivery, etc. Their motto: customer first.

One thing I learned is that as a customer service personnel, one should not have bad emotions (should have very high EQ), eg. you cannot work in bad mood, if you really in bad mood you should calm yourself and be happy again when receive calls. Another thing is that, they have certain target to meet, and its good if they can settle customers' calls in one attempt, which means if possible they will avoid follow-up calls. Tone of voice is very important because as customer service personnel, people listen to your voice, but cannot see or read your face and body language - the key is to have variety of tone: not too monotonous. And they listen to calls using headphone with microphone attached to PC (with SAP software) in front of them and connected to the phone, they can actually identify who you are and which language you are using, also your call history. The best thing is three of us were given chance to sit with the customer service personnel (each one attached to one person). We too have a set of headphone with microphone which also attached to the phone. So when they receive call, we are able to listen to whole conversation. Usually, their supervisor will check and evaluate on them using the tools. The whole system is so sophisticated and it is so cool!

Finally, we got to meet with a group of people who usually answer our calls when we call to Shell customer service, majority are ladies. Customer service personnel treat us really good even though we met face to face, they are trained to be like that - friendly. One thing special is the building's air-conditioner is from the floor, therefore their floor is fully carpeted, and it is cold too, very cold actually.

It's amazing!
And final week of July (Friday - Sunday) my friends and I went to prophetic seminar in Hope church, near P.J. SS2 mall. It's so amazing we learned hearing from God and prophesy to others: to edify, encourage & comfort others. I was blessed and so do the people there. It's great to hear from God through other people (sometimes God use other people to tell, remind and encourage us - God can use donkey - what more when we are human). Learned the protocols too, what can and cannot do.

That same Friday 29th July, I was in Sunway Pyramid for Shell Ferrari Roadshow from morning until evening.