Tuesday, 9 July 2019

Good Complainer

Many people around me thinks that I am great in complaining so many of them tend to look for me to prepare their complaint letter.

I am not good at complaining but I am merely better in exclaiming my feelings. In fact, I don't like complaining because I work in customer experience field and I believe that intentional, unnecessary complaints will attract Karma! (I am great fan of Law of Attraction and this implies here!)

Good complaint is irrevelant to get the imposed message addressed. It depends if the customer service field is driving empathy in their core values.

It is never a bad thing to have empathy driven customer service but it can be lethal to company that do not have strictly obligated guidelines.

Imagine you hire a level 2 that handles escalation and he is so empathy, he tends to give every customer what they want. If everyone of them wanted RM100 rebate and there he handles approximately 900 complaints a year, it would be RM90,000. It could be 50% actual empathy and your company lose RM45, 000 for nothing.

How would you prepare and identify a 360 degree empathy guidelines to be adhered in order to have optimal cost control while maximising customer experience?

I will share with you my personal thoughts and ideas of how I plan for customer experience in the next post. 

Thursday, 27 June 2019

My Law of Attraction

I am a strong believer of Law of Attraction!

From KL to Hong Kong, I was so irritated by the person sitting beside me because she kept waking me up with her elbow!

She was not huge in size nor am I crossing her seat line but she is just doing it again and again.

I was terribly irritated and while I woke her up ONCE when she felt asleep to go to the washroom, she woke me up at least for 10 times. No, I was not seating at the aisle seat. I was seating at the window seat (I love views!)

She was not happy but I don't care, I needed the toilet (haha, her karma). So she knew how I felt and suddenly throughout the remaining fight, she no longer elbow her arm on my arm (last 1 hour from 4 hours plus flight). At least she learned to be considerate, I think!

So while I was irritated, I constantly thought I want to get a seat without anyone beside me for my next flight like at the aisle. I had it written down once I have this thought and I was already planning to have my next vacation tickets bought at the aisle.

Law of Attraction happens when you least expected it, my return flight is already equipped with what my mind have attracted.

I got 3 seats for me

It is amazing how the universe works right? This is the fastest law of attraction have worked for me, maybe because it is nearer to heaven.

Do you know what is Law of Attraction and how it works? Let me know what you think of this!

Monday, 24 June 2019

Follow your own cause


Talent is the least important thing today.

Many times we see people whom are talented but is not as successful as those whom have stayed on.

Staying loyal to a cause that have cost your effort, time and energy doesn't mean that you are not competent to move on, it means that you are committed.

Someone may tell you, you are not going to succeee because of your past. You feel upset and you give up then you see the person whom did not give up while you did, proceed to the next level.

What do you call that? Luck?

I call it persistence.

Persistence is being committed to your cause, trying to achieve your cause using different methods.

There could be many reasons of you being committed but unable to deliver what you have expected to do then you may give up at a point of time.

You believing in you, is being committed to your cause. Have you found your cause?

If yes, are you on the way there?


Monday, 10 June 2019

10 Years in difference

It has been long time since I last posted, I was lost, caught in my own debate against what excites me and what makes me passionate.

10 years ago, I set my target to climb to an assistant manager's position, be out of debt, able to pay for my parents' vacation should they wanted one, own what I wanted but not give up what I needed. They were simple goals but it was what that have driven me for 10 years.

Now I have achieved them and suddenly I am lost. People in their 40s tell me that I should not make goals monetary and that I should have better goals.

How would I have a non-monetary goal if I didn't know where am I heading next?

At this moment, I just want to know:
1. What makes me passionate?
2. How can I make a difference in others' lives?
3. I know I am meant for something bigger, what is that?

Only time will tell and only time can tell.

Monday, 29 April 2019

Advengers: Endgame - What does it mean?

Watching Advengers: Endgame created a new scenery in the whole Social Media. It all started 11 years ago and it changed everyone that was involved.

My personal favourite has been Iron Man - Tony Stark. Not because he is a genius, billionaire, playboy, philanthropist but the sincerity, dedication and commitment the actor Robert Downey Jr. have demonstrated in the movie series.

An actor can only be at his best to touch the audience when he is the character he acted. He gave in his heart and soul to be the character best and that was also the character that defined him as an actor.

It was the time he decided to change his life that his life became different.
It was the time he decided to stay drug free and alcohol free that he became different.
It was the time he decided to be a good husband, a good actor and just himself that made him different.
It was the time he decided to let time be the best judge to witness the change progress that have made him different.

We all have struggles, we all have past but what we think and do is what made us different.

Celebrities and sport stars are people we look up to, not because they are living a glamorous life. They are looked up upon because of their willingness to sacrifice, their dedication to their life goal, their focus on the endgame and their persistence in coping with difficulties incurred.

Will your endgame be a new start or just the endgame?

Monday, 15 April 2019

Why do I need to be fit?


Isn't it an interesting topic that baffles many? 

Some feels that we should not lose weight because it is body shaming to do so when others say that while mos of us may have funny reasons to do some, following are a compilation of reasons I have encountered from people whom wanted to lose weight and have successfully lost weight's reasons:

1) Higher chance to survive during disaster
One of my trainee absolutely believes that if he is fitter, he can run faster during a disaster hence being fitter can let him have higher chance to survive! 

2) Look good in photo
One of the trainee was struggling with low self esteem as she had a hard time looking at those weight gained while she gotten sick and couldn't exercise. With that, she hated herself in photos so she took charge and lost whopping 26kgs just so she can look thinner in the photo any of her friends or family snapped πŸ“Έ

3) Lesser time spent for good photos
Another interesting trainer got tired of editing his photo to look good so that he can tell interesting stories when he is 90, got fitter so that he won't need to spend hours for good photos! (Well, who want to look bad in their memories right?) 
4) Fit in the wanted
One lady spent hundred on clothes πŸ‘™πŸ‘—πŸ’₯ that she couldn't fit in and was laughed at by her husband, she ended up losing weight, got fitter and spent even more on clothes! (For a great reason!) 

5) Glamorous!! The need to have the body people envy so one can be the glam have become a social norm, the great news of wanting to be fit to be glamourous is so much healthier than wanting to be going through knives or technology to be glamorous! I would at least thank Avengers for sending the right messages!!

6) Physically Fit
One of the lady trainee was often down with fever, flu and cough, she got fed up of medicine so decided to take a turn on fitness by changing her food diet first then added on exercise. 

She just wanted to do what she was passionate about, going out with others without worrying on what to not be eaten to avoid cough, flu or fever. Nowadays, she just use portion control to enjoy everything she loved! 
With people losing weight and some still ponder on "why can't I lose weight?" 
A. No time
B. Don't know what to do or where to start
C. Body reflect too slowly (😏lazy)
D. Actual procrastination
E. Any reason to not lose weight now.. 

One just need 1 reason to move or 1 reason to not move, whatever the reason is, you are right. Only your reason can determine your persistency towards the outcome.

Clock is ticking, if we don't start to enjoy now, when will we?!

Monday, 4 March 2019

#1 - The New Beginning

6th June 2016, reporting to new work was extremely uneasy. There was irregular restructuring in the company and she is currently replacing a precedent that did terribly at work, Forest Mulatto was anxious and nervous.

10 minutes at the new workplace, Forest's hiring manager Hugh asked to guess who is the person wearing an wrinkled light blue shirt with a wrinkled pants, waiting with her at the reception.

"My new manager?", Forest said it with a wide smile.

"Yes you guessed it right. He is your new manager, Brown and this is my last month here.", said Hugh.

"O-M-G!? Seriously? I was joking, tell me you are joking too!" Forest's smile instantly turned into frown.

"I am sorry I have to only inform you today, I didn't want you to be freaked out so I chose to inform you now. I actually decided to resign 1 week ago, I just couldn't take the toll on my health anymore. I have been having terrible knee ache after working here. The consultants are driving me crazy, I didn't inform you earlier because I know you will do well here.", Hugh explains his reasons of leaving.

"Alright so what do I do now?", asked Forest.

"First, lets understand how the organization structure works. We were acquired by an investment firm some time ago, the firm's consultants have their expectations and whatever our decision is, it is never good enough so be ready to live with it. There is one particular consultant which is the main reason I am leaving - Fox Lee. You need to be extremely careful with him or you will get into 'political' trouble." Hugh said it with frowning eyebrows and tearful eyes.

"Fox Lee, alright I will remember that. Can you tell me what I should get myself started with?", Forest anxiously asked while reminding herself to be mindful of Fox Lee.

"We need reports to be ready for a monthly review meeting and you need to get started now.", urged Hugh. "I will start my job transition with Brown and I shall keep you in the loop."

1 hour later, Fox Lee called for a meeting that clashed with the induction training for Forest and Brown, it was within expectation that this will happen because Hugh have warned Forest on such occasions and that she will need to find time to pass her induction training while not fully attend the training.

Fox Lee in his early thirties, looked rather handsome with black hair, light dark circles, wearing light blue body fit shirt that showed his lean muscles, wearing black nicely ironed pants and black leather shoes and matching belt.

'So this is the person whom I need to be mindful of.' Forest repeatedly reminded herself in the meeting.

Fox Lee started sketching on the white board sharing on the expectations not met, reports to be prepared, processes to be prepared and Brown seems to know it all. Forest started to look forward working with Brown.. and Fox Lee.

1 week later, Forest was ready with her first report. Since she is now required to report to 4 bosses, Hugh, Brown, Brown's boss Star and Fox Lee, she sent her report to all of them and Fox Lee responded to the email, "I don't think this is how it should be done, It is not wrong but it can be better. Let's meet to discuss further." It was replied to only Forest.

"Hugh, he only replied to me!" Forest worriedly asked Hugh because Brown was nowhere to be seen.

"Go and see him yourself and let me know what he have to say." Hugh directed.

Forest's first personal meet up with Fox Lee is about to happen and she is determined to not let him put her out of job like what he did to Hugh.