Today was an interesting day.

ManagerT gave Emma a warning. It was one that had been pending for sometime. I don't know all the details of why they don't get on but she always says "I hate that man"

According to her the warning was written and he handed it to her in a letter and he wouldn't read it out because it "contained sensitive information". It makes having a warning meeting (with Nick as a witness) absurd if the warning is not given, mentioned or read out???

Today I spent most of my time managing the phones. Most of the queries were things I don't know how to look up, or find easily on the antique computer system so I'd take a message and search for the info and then call that person back. I was able to give better customer service because I could search for a specific task and respond with the correct information.

I never thought I'd work in the customer service industry because I was never comfortable saying "sir" to someone else. It surprises me how easily it comes to me. Sometimes by saying 'sir' it makes it easy to take control of the conversation and steer it the way I want or need it to go.