So bloody piss. So bloody mad. So bloody annoying. And I can’t get over it till now.
I just hope I would be feeling better later in the evening.
Thing started with a phone call from a frustrated and angry parent that seems not too happy with the internet connection available at one of the university accommodation (why the line was transfer to me at the first place? must be from a freaking idiot who doesn’t know which relevant section to transfer to, damn…).
Although I take the initiative to provide the relevant information (based on what I knew and been told by the relevant section) to the mentioned matter, the parent (a father I presume or perhaps someone who act like he had children studying here or he is someone uncle) seems to be not happy with the provided answers and repeated the same question he asked me earlier. Due to that, I repeated the same answers given to him earlier and this time informing him that he will be refer to the relevant section for further clarification.
Upon hearing this, he raised his voice tone (to show that he is really mad) and accusing me for being defensive.
Father: I don’t want you to pass the line to other section. I have made complaints many many times before (wonder whether it’s true and plus if he is an educated person, he should have lodge a written complaint on the matter and use it to support his verbal frustration complaint, damn…) and no actions taken.
Me: How do you find the Marketing section can assist you in this matter, sir?
Father: I don’t care!! I don’t want you to pass the line to other department. I want to talk to your President! (since when does the university has a President. Is he referring to President Obama?) You are so defensive! What is your name?! I will quote your name to your President. I want to talk to your President now!
Me: Ok, can you hold the line while I get you connected to the relevant officer in charge?
Father: *in silence mode*
*me dialed my COO extension for S.O.S*
Me: Boss, there’s a frustrated parent on the line that wishes to speak to the President.
Boss: Wait, wait. What President? Regarding what?
Me: I presume President is referring to those who holds the highest position in the campus and it’s about the frustration of the internet connection at one of the accommodation area.
Boss: Then it shouldn’t be me. (wha-da-fish, sempat play ‘tai-chi’ with me some more kanalan betul). It should be the ‘tut’.
Me: But boss, you are the most suitable person to deal with parent matter.
Boss: OK lah, transfer the line to me.
*me quickly transferred line with a relief*
Half an hour later, the boss called me in his room. On my way to his room, the unforgettable angry tone voice of that parent keep on wondering above my head and my instinct says it has something to do with him which I was right at the end.
Being a reasonable boss he was (konon nya lah), he asked on my version of story from the phone call incident. So, I started the story from A-Z and at the end, he asked me whether I did asked for his name.
Boss: Did you asked for his name?
Me: No, I don’t. Boss, if you are in that frustrated and angry parent situation do you thinks he will give his name to me if been asked? (inside my mind, it will make the situation even worst if I do so)
Boss: *in silence mode*
Boss: I don’t understand why the parent is so pissed off? He keeps on quoting you in his conversation with me.
Me: Perhaps he is already at the max level of anger before he spoke to me as he spoke angrily with me from the beginning of our conversation. I even tried to cool him down by addressing him as ‘sir’ after he refuses my offer to refer him to the relevant section for further clarification yet he accused me for being defensive.
Then issue of being tactful in handling frustrated parent was further elaborate (like I don’t know all of those otherwise why do I bother to refer the parent to the relevant section for further clarification which was rejected), sharing on the explanations of the flow of the university organization chart (which explain why the university doesn’t have any President and do you think the parent will take it from me if I were to explain this?) and lastly how he manage to get the parent first name (nak show off lah tu as it was repeated twice throughout the ‘lecture’) but doesn’t wish to find out the full name (why leh? takut?).
The best part is after he couldn’t identify what goes wrong, finally a conclusion (I see it as a verdict) was given to me. It could be your voice tone that pisses him off.
*me roll my eye and keep on swearing like a mad sailorman in silence*
Me: Boss, based on my explanations to you on the whole conversation, do you think that I am not tactful enough? If yes, then how can I improve it?
Boss: *give me 2nd round of lecture on the same lecture he gave to me earlier on being tactful handling frustrated parent*
Me: *swearing like a mad sailor man again – ka-na-lan!!*
After going through the un-necessary ‘ordeal’, I learnt something new which is…
…never argue with an idiot.
What did I do wrong here? 🙁
ps – my boss had ‘re-concile’ with me on the matter before I go off from office today but I just don’t buy it. the wound is there (will be there for eternity) and it’s bleeding heavily.