one call @ call centre

Yet another inspiration that comes during my travel in metro. A young man in his mid twenties was trying his best to keep his cool while talking over phone to a person at some call centre. I don't really know what his problem was but all I heard him saying is that I don't want to speak to you, I want to speak to your senior. The immediate thought that ran in my mind was that whenever we make such calls we are just talking to a person who is a bridge between us and the organisation. He/ she is the agent who listens to our concerns and tries to provide best solution as per his limitations, more often than not we end up showing our anger on them and end up blaming these people for our discomfort who are no were at fault. Why is it that we fail to realise that its not the person in individual who has caused discomfort to us but its probably the policy of company or a technical snag that has caused us inconvenience. You come across many more examples in day to day life were rather than having check on system we penalize a person who doesn't even have any hand in it. All I am trying to say here is, next time when you want to raise a complaint raise it to a system against a system and not thrash the poor fellow over the call who is just trying to do good to you by raising your concern ahead to respective department.

Just be consious to behave as human. For its good to be one.

Manisha Dawar