Block Leave - the Call!

It is 3.00 PM and I have already answered close to 80 calls for the day and the day is not yet over. It is one of those days when you really expected a low call volume but it turned out to be a disaster. You can just feel yourself being ripped apart through the day and to hold the spirit of the first call until the end is a real skill. Should say I managed it pretty well with almost three years of experience in the industry. Whatsoever, Customer Delight is the bottom-line and an imperative here.

With this, I go on to answer the next call, but this time from one of the black phones* (IDD).

Gathering energy lost, "HRSSC, How may I assist you?"
Customer (hereinafter addressed as EE): I am Cindy (name changed) from Malaysia.
"Hi Cindy! I am Anand and Can I take down your Peoplewise No*?"
EE gives the number.
"Thanks Cindy and how may I assist you?" while I look up the staff details on the CRM* and Peoplewise*.
EE: I want to take block leave la. Can I take block leave*?
Not expecting any more questions on leave, "Yes, if you have an approval from your Manager.
The policy, indeed says every employee will need to avail a block of privileged leave once a
year."
EE: ok ok…mm..I joined in April...so....can i take block leave la?
Puzzled..."Your privilege leave gets pro-rated based on your joining date and I would request you to speak to your Manager and take his consent before applying for the leave."
EE: What is the policy la?
Policy again?!.... "Well the policy says 10 days or half the entitlement; whichever is lesser can
be availed as block leave."
EE: ok ok….mmm..thank you!
Content already, "Thank you and you have a nice day."
Waiting to hear the click of the receiver but,
EE:…hello..hello…
Wondering what next, I release the mute, "Yes Cindy, can I help you?"
EE: But I did not join in January, so can I take block leave la?
No, not again! Determined to make it definite now, "Cindy, listen, I joined in July, I took block leave. You joined in April so, you also take block leave"
EE: Oh..wow...thank you...thank you...oho! I am happy la!
Convinced with the victory, "You have a great day and great holidays. Thanks for calling!" and I confirmed her closing the call.

In Customer Service, it is always necessary to understand the Customer and do it quick so that he is
happy with yours. I don't know if I did justice on this call, but I am certain, she was delighted at the end and will call for me again.

I had joined in July 2005 and took the call in December. Cindy had joined in April la!

*Black phones – a term used to address landline telephones as against the dialer ones.
*Block leave - an employee is required to avail a min of 10 days or half his privilege leaves entitlement, as leave at a single go, so that he can return to work with the best of health he would have gathered.
*CRM – Customer Relationship Management tool.
*Peoplewise – Employee database and Peoplewise No. is Employee Number.