Many years ago back in New Zealand, I was answering the phones in a busy call centre. The customer I was dealing with had a high bill enquiry, and asked for a discount overall on her bill if she paid the whole lot in one go, over and above her prompt payment discount.. Well, I had never come across such a situation before, so I called the call management desk to ask for a solution. No one answered. So I then called my TL who didn’t answer. After raising a case and promising to come back to the customer with an answer, and mindful I did not want to make a promise to the customer I was unable to keep or step outside my financial mandate, the call ended.
I then received a tap on the shoulder. My TL took me aside and said the reason she had not been answering my call is because she had been listening to the call for quality, and that I really must learn how to deal with those sorts of calls myself. I learned that day that was perfectly fine to offer a customer x percentage off the total bill in such a satiation and there was no reason why I shouldn’t have offered that. I weakly protested that I never had bene trained in that, and although iwas keen to show my initiative, I literally had n idea this was a business rule (there was no KM system to instruct me otherwise.) But I knew for next time and apologised to my TL for not knowing.
15 years later, I find myself in a role that I was recruited to, untrained for, and in an eerie similarity to the above situation, I was expected to know things that I had never learned before. I have tried, I made a deal with myself to give it a red hot go, and I have asked for help – but something was still not clicking. Sunday nights my stomach would be leaden with dread, knowing I had to face it the next day.
As often happens, some things came to a head this week, and on Monday and I went home for the day. The next day it was raised by my senior that this probably wasn’t the job for me. Feeling as if my credibility and confidence was being eroded, and after some soul searching, I came to the conclusion I would leave the role.
Here’s some observations:
- 10 years ago I would have kept going, feeling like a failure, pushed shit up a hill for probably the same outcome in a month
- At that time It would have completely floored me and devastated me
- Now, I know that the problem isn’t just me. I was recruited to a role I was not suited to skillwise. I took a risk and it didn’t work out. But I didn’t do this all on my own and thus am not entirely culpable for what has happened
- I’m not being weak or retreating but preserving my dignity and personal brand.
Now, others might say I have been put in a fairly shit position. My boss – the man who head hunted me – is feeling dreadful, and well he might – but the net outcome is I don’t have a job. For some people that might be confronting. For me? The lesson is learnt that such a role is not for me, a position description may or may not tell you everything you need to do; and that people can be duplicitous in a work environment.
Look, I’m not going to lie and say things are peachy, but it is far better to remove yourself from a shit situation like a job if its not working. Life is much much too short to not enjoy your work. It would have been better to get a new job before I resigned, but I have looked for work before and something more appropriate for me will emerge.
And I feel a lot better. And I have learned something. No point in getting fucked off. There are plenty of people worse off than me.