Wednesday, 19 October 2005
.:: Complainant ::.
Today was okay....of course its okay as my boss is on course till end of the week!!! hehehe....so there's nobody to bother me with instructions and letters to print out....except for our big boss, unless there's something urgent, he'll look for me....other than that I'm transparent....hehehe...In the morning as usual checked my email for complaints to be forwarded to MA and already saw this particular case.....then the CSO's supervisor emailed to me again on this case with an URGENT tagged onto his email.....Very unlikely for him to do so.....hhhmmmm...somethings not right and I knew that the complainant must be a nasty fellow....
She just left me her pgr no....so tried paging and at the same time spoke to the CSO's supervisor...learnt from him that she gave one of the CSOs and him a hardtime yesterday as I was on course and my dear boss was on MC.....well to me if CSOs can't handle, I knew that this would be a tough lady to impress!
She returned my call and said that she was in the hospital sending her mom for check up and would call me again in the afternoon. She called me again around 12.40pm....well, guess what time I hung up after speaking to her?.....Its almost one and a half hour later!! I even missed my lunch hour!
I gotto bear with her whining on the these few feedback which she gave me :-
1) Noise nuisance by the operator & customers
2) Noise nuisance caused by the plates and utensils thrown into the metal trolley
3) Unauthorised ORA
4) Bright lights which caused her not able to have a proper sleep
5) Hanging of banners which spoilt the estate's sense of historical monument
6) Obstruction of the passageway by stacked tables & chairs, dustbins, bicycles & etc
I tried to passify her that MA will take up necessary enforcement action on item (1), (2) & (3) and after much persuasion and convincing, she said actually the u/a ORA and noise nuisance are not that bad....Huh???? What is she trying to tell me?....she's so confused and angry and irritated with the EH......She then said that the boss of this EH is having good connections with the political and secret society worlds as he's so loaded!!! blah..blah...blah...
She kept on rattling abt the EH for an hour and from there I learnt that her mom was recently diagnosed with lung cancer and could not get the rest she needed as the EH was creating a lot of nuisance for her & family......
Ahah! From there I knew she's kindof stress....so I change my strategy (hahah...like real!) in my conversation with her....I tried the empathy and showing concern way....and even shared about the lost of my mom in law due to the same terminal illness her mom was suffering from....and Taadaa!!! instantly her mood and tone changed.....she was like suddenly this old long lost fren of mine whose so excited to speak to me....She wanted to know more abt my experience.....and I just told her not to think too much about the EH problem as I will try to help her and instead she should focus on taking care of her mom......she was at last convinced and before ending the call, she even asked if she can call me again in the future if she wants some info or ask again on my past experience on taking care of my mom in law.....
Hahaha....it all ended the way I wanted it....and she even complimented that I handled her case very well...Her comments just made my day and I felt appreciated! Although I knew I won't be able to help her solve the EH problem immediately, at least, I'll try within my means to see that justice is done!
