I answered my first email ticket in a long time – 7 months. I am not used to it, and I still second guess myself when it comes to diagnosing issues. Some things that are considered basic (specially for someone who used to train new hires on those products) are now alien to me. I’m cutting myself some slack though because I haven’t supported the product line in over a year, no one is really expecting me to get back on track on the first try.
So today at work, was more like review day for me. I still had apprehensions while writing out my first response, I knew that if the customer wrote back, another agent would see what I did wrong, and I don’t really want them to see anything negative.
Anyway, it was a good first day. And I just love that shift!