09/10/2025
So, the other day I got some feedback from my team leader about one of my customer calls. It was about vulnerability.
Basically, when a customer shares something personal or sensitive, I need to take time to talk it through with them, acknowledge how they feel, thank them for opening up, and ask how they’d like to be supported. Then I must get their consent to put a note on their account, so that I and other colleagues can offer the right kind of help in the future.
When the feedback came, I wasn’t too happy because I didn’t get a clear mark. The quality team had reviewed my call, and everything went well, except I forgot to read out the consent statement at the end. Even though the customer agreed to everything I said, I still had to read that statement word for word and get a verbal “yes.”
The good part was that I was on holiday when the call was marked, so someone helped fix it for me, and it went fine. But it turned into a development opportunity for me to learn from.
Today, my team leader said he’s been listening to another one of my calls on vulnerability and that it’s been good so far, though he’s not done reviewing it yet.
Now I’m a bit tense, because if I don’t pass this call, I’ll have to go on a full four-week development plan and I don't want that.
Guys wish me well. 🥰🥰
