TDM: Day 14

Friday!!!! Finally!!! 

Many of us has fall sick... and as for me I felt extremely tired everyday after training... 

We learnt about the Book The Cook for SQ flight, and all were hungry after reading the menu one by one... and so we decided to go for a good lunch since we had two hours lunch break on Friday...

However, we made the wrong the decision and ordered some really bad foods as our lunch... 

The most popular menu of Book The Cook - Boston Lobster Thermidor

TDM: Day 13

Today, started on the training on level 2, with a new observant trainer from Sg - Mr Alvin.

We have been 'warned' to be more discipline and behave as this trainer is not as flexible as Janet. So, to prevent bad or negative feedback, we have been reminded to behave ourselves more than once.

He is a middle-aged man, typical Singaporean, that's my first impression about him. Roger.

Level 2, we started with 3 note books + work books. Stress level up~~~!!!

TDM: Day 12

Today, we finally experience the environment at the real call floor. Boon arranged for us to enter into the call floor batch by batch for 15 minutes to see what's happening there in the call floor, and listen to senior in handling their incoming calls.

I was seated with Aliah, and she got a call pertaining to change of redemption flight, and due to no seats are available on her prefer cabin class and date, she then requested to cancel the flight. I was not able to sit until the call was ended and wrapped up. But I see how she work on the systems, it's looked so complicated as we were only being taught on one system thus far.

I am eager to learn the other systems and hopefully I will be able to learn it quick with full understand on the products, the procedures, the process, the terms and conditions, Thank You Daddy God for the favour and wisdom! Amen!

TDM: Day 11

Started our 3rd week of training.

First of all, congratulations to me and Tracy, for being the only two persons who scored 100% full mark on our second assessment. Kudos! Well done! 

Obviously, I am very happy! I thank Jesus for the favour and the wisdom He has given me. Thanks Janet and Hani for the revision and teachings for the past 2 weeks. 

I hope to do better for the future assessment and will be promoted as the TL in no time. 

A few of the team mates was caught using mobile phone at the call floor, browsing on others website like Google and Lelong.com other than SAA, and even charged their phone using the usb port of the PC. The IT team has sent an email to the operation manager on this issue and Hani was very angry with this bunch of students. 

We do not know who are they, and I seriously don't really care who are they. However, Adel was deeply affected as Hani mentioned that she will shuffle all the seats. I don't really mind, it's good to meet or mingle with other team mates as well. So, let's see how it goes tomorrow. 

Till then, I am going to celebrate my 100% result by attending a movie premiere screening, invited by my bff - Kai Li. 

TDM: Day 10

Done for our 2nd assessment on MARMS, system exam.. I think I did it pretty well, should be able to score 90% and above if not 100%! Sounds boastful? Nah... I am just being confident.

Thanks to my Lord Jesus for the wisdom and favour and strength in learning during the training, and thanks to the 2 beautiful trainer, Ms Hani (TDM) & Ms Janet (TDS) for giving us a very detailed training and being so patient towards all of us in the class...

We had a mini celebration at over lunch at Coffee Planet @ Nu Sentral for being able to overcome the level 1 stage, we learnt better not just the products, but each other.

Thank You Lord! :)

TDM: Day 9

We finally had the first official assessment done today. Praise God! I scored 90/100, which means I pass the assessment. However, tomorrow, will be another challenge, subjective questions for MARMS... it's not that difficult, but not as easy as well.

While learning all this topic, directly and indirectly related with some aviation knowledge, I was reminded of JR, sometimes. He happened to forget about my birthday this year... Not disappointed? Nah~ Just don't want to take it too serious with him anymore.

Back to school, Hani has reminded us that the next observed trainer from SG - Mr Alvin is very particular about punctuality. So, we are required to be punctual.

Thank You Lord for being my wisdom and my peace.

TDM: Day 8

Today, we learnt something very sad, at least to me, and I believe all of us will wish that we will never get to use what we learnt in this topic - CRISIS MANAGEMENT SYSTEM (CMS). Once again, we were reminded of the tragic MH17 as well as MH370, MI185, SQ006, QZ8501 and the GermanWings9525 incidents.

I teared many times in between especially when I think of the victims of MH17, which was really a sad incidents, and I remember I was still in SG and we got this news, the whole department was so quiet and the spirit of the department was so down. It was a year cover in darkness for the aviation industry, especially for Malaysia Airlines.

However, I also learnt about the Hudson River case, where a plane landed on the Hudson River after being attacked by the geese flying on the sky and 2 engines were out of function. No casualty from this incident, ans the rescue job done very timely, this must be God!

Anyway, besides learning about the system used during crisis, we also learnt the new system - CEM, which literally stands for Creating Extraordinary Moments! I love this slogan very much! We were being assessed for this topic instead of KF program. Anyway, the assessment for today has been postponed to tomorrow after lunch, and our kind trainer will be doing a revision for us in the morning before the assessment, praise God for such trainer/ teacher! 

TDM: Day 7

It's the perfect 7th day of our training... technically, all are overwhelmed by the detailed of the info... this including our trainer as well. And our trainer is such a lovely lady, she gave us extra breaks in between, knowing that all of us are truly exhausted by all the miles and redemption, award.. and etc...

One of our team member opted out from the program today, and we were told that he felt that this is not suitable for him, so, he chose to discontinue. Well, we can only wish him all the best for his future, but he has definitely set a bad example or at least, left a negative effect to all the team members, that some or all might think that it's okay to give up, without even really hands on the job. What Hani said is right, at least give ourselves 2-3 months to see after we are on the call floor, not just give up half way during the training. Well, just my personal opinion, of coz.

The team was requested by Hani to sing me a birthday song at the beginning of the day. It was quite sweet, and warm. It must be You, right? :)

We ended the day with a 'heavy' heart, knowing that we will be having our first assessment on tomorrow as well as on Thursday, and the passing % is 80%!!! I shall pass the assessment with flying colours because Jesus is with me, He is my supply, one and only shepherd! Hallelujah!

TDM: Day 6

It's Monday! First day of June, first working day of the week...

Today we finally wrapped up the module one, and also it's so close to Wednesday & Thursday for the assessments...

Actually, I am not anxious for the assessment, this is definitely unusual for the people of the world, but, I am in the world but not of the world. As Jesus is, so am I in this world. Jesus is the Prince of peace, and He never feel anxious, so am I.

Today, I was locked by my locker. It happened to me once when I was serving in church. I miss ncc, so much!

Looking forward to a better tomorrow!

TDM: Day 5

Phew!~ Finally, the end of the week... Still down with blocked nose, and super sleepy in the class today, sometimes I zone-out... and I yawned many times today since the start of the day...

We learnt about RMC and some MARMS too today... Can't really recall the class today, but I am sure I understand them all.

Had my dinner with Adel as no dinner at home again, we talked a lot and get to know each other better in many ways. Lord, thank You for another kingdom friendship. Thank You for being in the midst of our friendship and continue to let this friendship blossom... In Jesus' name. Amen!

TDM: Day 4

Today, another day of overloaded job knowledge...

We got to chit chat with our trainer from SG - Ms Janet, and she said the way I talk is a little bit like the Singaporean. 

Qual and requal is a bit tricky and complicated in a way, but it fun to learn, and I am still excited to learn more and more...

I am down with a blocked-nose, been sneezing non-stop just now for about 10 times... O Lord! Heal me, in Jesus' name. Amen!

TDM: Day 3

Today, we learnt really a lot.. overload with job knowledge, literally...

The different tiers of KF & PPS program, the qualification, benefits and privileges...

But, I am excited to learn more.. and I thank God for the wisdom He gave me and make me a quick and fast learner. I asked 2 questions today, which is something I don't usually do. Haha!

Lord, thank You for surrounding me with this bunch of fun people, as well as the super patient and soft-spoken trainers.

We were instructed to submit 5 names as our call name to for TDS to check on the availability and we will use the name as our call name when we are on the call floor. I have submitted the below:

1. Evelyn
2. Zoé 
3. Lay Fun
4. Eve
5. Charis

My original choice for the 5th one was Evelyn Zoé, but Hani said that it's too long, so, I decided to change it to Charis, which means Grace in greek. Cool, right? Hopefully Zoé is still available, coz I doubt that Evelyn will be available call name for me. If Zoé is not available, then I hope Charis is. :) 

TDM: Day 2

First day of job training... Our trainer - Ms Hani, Co-Trainer - Ms Lok Lim, and the Trainer of honor - Ms Janet from TMS (Teledirect Telecommerce Singapore) had gave us a very good time during today's training, detailed and organized, and they are very professional too.

The guys in the class are very active in throwing questions throughout the training, me on the other hand, busying to jot down the golden nuggets when the trainer were answering their questions. However, most of the questions they asked, I seem to know the answer. I think that's because I did a quite thorough research for this programme when I went for my 2nd interview, and that has truly benefits me a lot.

Of coz, I am not saying that I knew everything... Coz, I am totally new in this field and there are many more for me to learn, to understand and to discover.

Today, the most interesting topic we covered, to me will be the 2 letters airline code and the MARMS. And the trainers had reminded us that these 2 will be part of our test on next Wednesday & Thursday.

The Lord is my Shepherd, I shall not lack. I have the mind of Christ, and the Lord granted me wisdom and favor, in everything / situation that I am in. In Jesus' name. Amen!

TDM: First day at work

Yes, I am officially a CSR (Customer Service Representative) for Singapore Airlines Krisflyer Contact Centre!

First day at work... nothing much, mostly introducing ourselves, and ice-breakers from both HR & the very handsome trainer - Mr Sreevaasan.

Learnt many valuables knowledge today about customer service, the do's and don't, and most of all, the 10 Golden Rules as a CSR.

1. Smile
2. Your Language
3. Body Language
4. Positive Speaking
5. Control
6. Confidence
7. Listening
8. Courtesy
9. Personalization
10. Providing Alternatives

At the end of the day, we had a small assessment for what we learnt, and I scored 95%, with one question answered wrongly. Well, I hope to score full marks, but 95% is not bad too, right? 

Tomorrow will be starting our first module training, and our trainer will be Lok Lim. So looking forward to it... Thank You Lord!