Do not spoil what you have by desiring what you have not,
remember that what you now have was
once among the things you only hoped for.-graphicmania

Great! It's my fourth journal and it simply means that I only have one more month to go (:

Well, working here is much better; I have company and superiors to guide me along.

I’ve got chances to make bookings here and well, learn more about the places in Malaysia, the tour packages we sell, how to go to different places in Malaysia. For instance, I sold a not very common destination, Pangkor Island. I think the name will scare me because it was my first time hearing the name of this place when the customer walked in to purchase this package. And I didn't freak out because I can't or else how would the customer feel and how she trusts me to arrange her tour nicely. And I just help her to do the booking. Luckily, she didn't ask me much questions and I did it!

Well, but with the help of my supervisor and friends. (:

I learnt that this island is a very complicated place indeed because one needs to travel via a coach, which is 8 hours to Lumut bus station (somewhere in Malaysia) and then go to the Lumut ferry terminal, and take a ferry to the resort and I forgot whether it involves a land transfer from the jetty to the resort. But it's so complicated; I wonder why anyone wants to go to such a place. Could have just gone to Batam or bintan via the ferry.

So, my job scope went on to picking up of calls, transferring them, making some offline charges, and being tour consultants. Between colleagues, it's pretty good (within us Singaporeans), but with the c people, it's another matter. Well, we grow up in different places and we have different thinkings and habits. Our way is that we care and we take initiative, but they do not. They act nonchalantly and act as if they weren't people involved and that it's none of their business when it is. They just switch off their ears I suppose. It's not once, but they always engage themselves in their own worlds when the managers aren't around.

And I wonder. Because does being nonchalant and just minding your own business takes you further in life or is taking the initiative and offering to help others better?

One example, in our counter, there's one Singaporean, and he is again the helpful and the one who takes initiative and another one, c, who is nonchalant about things and doesn't care a shit. One works within his job scope and the other goes the extra mile. Which one's better?

Speaking of which, both of them kind of got around the same credits, as in monetary terms. But one gets more admiration than the other. But it involves getting into sorts of nonsense, like getting scoldings for something not done by you, etc. and the other, with obvious intentions (monetary or just for a living), will attract possibly some good deals (maybe like deals with other colleagues to get split the commission).

and in the end, it seems like both get what they want, monetary terms, just that one saved a lot of time and effort and through a lesser hassle route, whereas the other went through more things (many unrelated to his doings).

So which one is better? After all, definitely people will miss the latter one as he is more helpful and a much nicer soul than the other. But as time goes by, memories fade and one will eventually forget. The company will still operate without this worker and what's left?

Definitely, we will remember that he once helped us much. Maybe it’s a choice and that one can learn more things as he has went through more things than the other. But sometimes, I question the worthiness of it. Well, or maybe one works with the emotional side of the brain whereas the other works by the logical side of the brain. I think that these are choices I have to make when I grow up. Which one should I be? Can I be a mix?

They turn a deaf ear, in the end one of us has to do the shit work and these c people get what they want. For example, sitting outside (at the counters) and being the receptionist.

And I just can't stand their attitude. I did voice out and tell them that it's always one of us and they aren't doing it. And one of them did it went out. So sometimes, maybe it's better if we make things known, like they should not be like this all the while. Or else if we keep giving in, in the end, we are always at the losing end.

We initiate because we spare a thought for the managers and the company, but does the company care?

I think not, so you know, I want to just grab what I can and end this internship asap.

Well, I think I’ve learnt a few things this month. In a big company like this, I need to stand up for myself and be smart, cannot be pushed over by others.

And complaint handling.

Incident #1:

Today one couple stood there, and I approached them asking them how I can help them. They asked if Hebe (one of my colleagues), unfortunately she wasn't there and I assisted them. She indicated that she wanted to purchase one of the packages, and that Hebe had calculated the prices for her already. I recalculated the price and inside, I can sense something bad coming along. And really, like what I thought, Hebe gave the wrong prices, and its $80 lesser, which totals up to $160. This lady, around my ages, maybe 19 or 20, was angry and insisted that Hebe gave her the price and that she should not pay for the new pricing. Like she said it's in black and white (actually not, it’s some handwritten prices on the five stars name card) and that she shouldn't pay for Hebe's mistakes. Well, I explained and told her that it may be Hebe's mistake when calculating but the correct price is what I calculated and then she insisted on her point again.

She was really persistent, and I was really like the weaker link. I didn't know what to say. I called up Hebe and told her about what happened and she said she could vaguely remember having customer. And my manager's really busy that day, she was serving a customer and I told her what happened and se asked me to pacify her first. I gave them some sweets and water but of no use, and the customer laughed. I really don't know what to do. I tried explaining again but she's really tough, I was end up in silence, agreeing with her. And another intern mate of mine came to talk to her and he was like, really good. When the customer says something, he has a response, like explanation. But she wasn't willing to settle on the price and my manager came and she spoke to her and after a while, that lady stomped away. Incident #1 wasn't a good encounter but a good learning experience.

Incident #2

Another lady, along with her mate came along and wanted to purchase the Batam one day tour. First thing to do is to calculate the price for them. And its $68 and the customer insisted that we gave them $58 price when she called in. and then I asked her who gave her the pricing and to my horror, she said Hebe. Another one! And it’s the same. The lady's the one who kept talking and the guy just tags along, identical to the couple in incident #1. And they are all young couples. And yea, lucky for this one, she was alright, I explained that Hebe might have taken the wrong $ cause the charges are sometimes quite complicated. She was really reluctant and angry initially but agreed with the price in the end. Incident #2 taught me to take things lightly; an unhappy customer should not ruin your mood of the day. And learn to put up with them, apologise and give explanations.

Incidents #many others

Due to the bad management of Europe tours, many called in regarding airport tax refunds. And also, those in charge of these matters left the company but they did not clear up all these things before they left. (All the Europe back of the house people left)

These customers are angry and ready to flare up because the people in charge do not return the calls when they said they will. Incidents #many others: I learnt that someone angry needs a lot of assurance as they lost trust in the company and they need someone who understands their plight.

Things I should improve on:

1. I think I am dependent

2. Should well be more flexible

One day (unpleasant one),

I was scheduled to be the receptionist from 9-3pm and an admin person asked me to follow her to her desk. I obliged and followed obediently and she gave me a huge stack of paper, asking me to do some overtime pay thing. And the stack was piled up high, around 45 cm high? And then I told her ok.

And that day, I was pretty busy and she called me and asked me to pass the things to her once I’ve done the first month. And I told her I will do when I am free. Her tone immediately changed and in a sarcastic tone, she said did I mean that I won't have the time to do her work and that I will be doing my stuff till 3pm? And also questioned about what am I busy with (she assumes that I am very free) I may be free but I have a choice whether or not to help you. And with that tone of hers, I assume no. but the thing is I was really busy that day. And then she suddenly came along with my manager and she tried to use my manager to boss me to help her complete her work. And I told her ok. But I proceeded to do my things first.

and later, another one of my manager came in to the office (she report for work at 1pm) and this woman called her and told her that I didn't want to help her do her work. And when this manager came to look for me, I was doing her work already and she told me about the call she got from that woman.

Is this called bullying?

I proceeded to do her stuff at a slow pace, if it's in a rush, she could do it herself. In the end, she called and told me to stop.

Moral of the story?

Do not announce to the whole world that you are pushing your work to others to do.

And I asked my male manager if she asked her to come with her (her first confrontation), and he said yes.

And he agrees that she is bossy,

Her attitude is bad

And I think my female manager complained to the admin department that they keep pushing duties to us when we are also busy.

I’ve learnt:

1. to voice out but get the facts right first

2. Always be polite even when you are flaring up inside

3. Never reject people; you can say yes but carry on with doing your own stuff later

4. Do things within your job scope and only help when you are done with yours

5. Never succumb to childish act like her;

6. And never come to a direct confrontation

7. Or flare up

8. Just smile and say ok :)

In the end, if the person is in a rush for these documents, she could've done it herself, it's her job anyway. And I do not care if it's not submitted on time because the credit doesn't come to me if I’ve finished your work on time does it?

9. Have good mannerism

10. And remember that it is a favour, not an order

11. And complaining to my managers will not help because it reflects bad on you, that you are pushing your work to some else to do

On a side note, I think I am learning that not everyone's obliged to treat other nicely, and I should learn to cherish when I am treated in a good way.

And really, we should have good working conducts, like reporting for work and being on time and doing your own job. I think I am in good company because tp groomed good htm students. Ha ha

(: