I can't breathe.

Wed, Mar 23 ✨

Haluuuuu! Good day, lovely and awesome authors! It's me again and I am now having a not-so-good morning. But it's okay. I can handle this. I really hope I can. Lol!

Well, as you can see from above. It describes what I am feeling right now. My hands are literally shaking and I can also hear my heart pounding so fast! OMG! I can't focus but I am trying.

Honestly speaking, I am writing this while waiting for my turn. I was supposed to do the mock call first but one of my teammates volunteered to do it first. Phewww! She just saved me! Thank goodness!

While waiting for my turn, I am trying to breathe in and out but I end up not breathing, lol! To lessen my nervousness, I tried scrolling through Tiktok videos but I just can't erase my thoughts about the upcoming mock call. How to stay calm guys?

I am good at advising this trick to people to but I can't help myself. I can't calm myself and I always feel like I want to poop and pee! HAHAHAHAHA! Please excuse me but I really don't know what to feel now. What should I do?

This blog today will be purely about how I feel before taking the mock call.

You might be wondering why I am acting like this. Frankly, I am feeling this way because it is graded and if we fail, there is a chance that we will be re-profiled like we will be transferred to another account, and I don't want that! I love my team already. I am in love with the environment I am in right now and also the people I am training with.

I reviewed all my tools but nothing is sinking in my mind. I can't absorb what I am trying to learn. Plus my teammates who are done with the mock call yesterday did great and that somewhat put pressure on me now.

For those who are not yet familiar with mock calls, it is like an assessment to evaluate your understanding. Like if you understood the process and the basic steps on how to navigate the tools needed in assisting customers over the phone. Also, if you know how to assist customers with their issues and how you're going to deliver your line to let them understand the situation and for you to resolve their concerns.

Source: Google

By the end of the mock call evaluation, the host who played the role of the customer will give you feedback about your performance. Both positive and negative feedback will be provided. But we must be open to new learning. We have to acknowledge our failure and make sure to learn from it. You will not improve if you won't experience failures and downsides. It's always part of the process.

Here are my recommended 7 steps when handling a call:

1. Open the call (always)

2. Empathize, apologize or assure

   (whichever applies).

3. Confirm the customer’s account

   (if applicable).

4. Probe/ ask relevant question/s

   (if applicable). Repeat as necessary.

5. Solve the problem or answer the question (always).

6. Offer additional assistance (always).

7. Close the call (always).

I can say that I know the basic steps on how to do the call flow unfortunately, I am not that good yet with regards to the tool navigation since all of it are new to me. It's far different from the previous tools I used.

Now, I just got a message from my teammates, namely Mark and Carms. These two are very supportive and always encourage everyone to be positive and that everything will be okay. I adore these two so much! We can be good buddies once we see each other onsite. They're both done with their mock calls by the way and it was a success! Sana all! I know it from the start that they're great. Both of them are very participative too each time the host raise questions about the topic discussed.

You know what, I can finally breathe. Well I was breathing earlier though but now it seems to be normal. No more shaking and all. Wow!

Thank God, I am feeling better now. The agent who volunteered earlier seems to be not done yet. I wish her success! I am still praying now that I can make it.

I am beyond grateful that I have these amazing platforms - read.cash and noise.cash. Through these, I am free to release all my feelings and frustrations. Now, I can finally breathe normally. My heart is not pounding so hard this time. What a miracle!

I know this is God's way to help me out. He sends me here to write and now I am getting myself ready to do my part. I apologize for all the rants earlier and thank you for staying with me until this very moment.

I will update you soon through my noise post. You can click the link above to see my update. I appreciate you all so much! I am truly grateful for your support! Oh God, I can't believe that I was able to write a blog today because of how I feel.

I'll be right back, beautiful souls!

Saranghaeeee! 💗

*lead image from Unsplash