Nerve Wracking

I had a particularly nerve wracking day today. I came back from break around 2:30 and discovered an older gentleman speaking with my boss. He had a headset and Y-cord with him. I thought he was someone from a training class looking for someone to Y-cord with and listen to. Well, I was right about one thing, he wanted to Y-cord and listen to someone. But he was our site director. I'd never even seen him, much less met him before! Well, my boss decides that he should listen to me. After the call I had, I wouldn't have needed any natural appetite suppressant! I had one in the call I took with the site director listening!

I can't really talk about the call, but let's just say that the customer was upset, I calmed him down, got him taken care of, and he was very happy at the end of the call. The site director decided the customer's comments warranted a "kudos" call, so he had my boss set me up with a kudos call. Now normally kudos calls don't get you $5 Subway gift cards, but this one did. Why? I was on the phone for $45 minutes and according to the site director, went above and beyond what most reps would have done.

I didn't really thing so, but... he did and I suppose that's what counts. He kept saying how pleasant I sounded, how impressed with me he was. That's interesting to me, as all my other call center jobs, I've never impressed anyone and none of the other site directors have even cared to know who I was. ;)