I know it's been an age since I last updated. But I do have a good reason.

I have had a bit of an 'epiphany' at work which has made life so much better.

Basically I was having a chat with my boss, who was talking about too many calls being passed to 2nd line (to explain - 1st line take calls from pharmacist. If 1st line cannot fix they pass it to 2nd line)

I explained (in my usual probably annoying way) that the reason calls were being passed over so much was not just because we have not had the training, but because we have so many calls waiting and are so ruched to answer as many calls as possible. We don't have the time to investigate the problems properly or go around asking for help.

He did not disagree, but pointed out that I do at least 50% more calls than anyone else, and if that was to fall slightly it would still be amazing.

At first I was confused by this.

How could I work less?

Then I realised, in an epiphany sort of way, what the issue was.

I, as always, have a tendency towards customer satisfaction. To me that has always been my top priority.
And as far as I was concerned, leaving a customer waiting too long on a phone is bad customer satisfaction. But a call already answered then passed to 2nd line to fix is better.

But what if I was wrong? What if fixing the problem was more important than answering calls? A total switch from what my mind set was.

I realised that if, rather than doing all I could to help then passing it on. I did all I could to help - then try and find out more so I could help them, and only then if I could not fix, would it be passed to 2nd line, then in the longer term I would gain more knowledge and be able to fix more calls and thus reduce the number of calls awaiting.

Obviously, the main aim is to have no calls awaiting and all calls fixed. But that has issues beyond my control, like staff and technology.

SO. I have 'reprogrammed' my work self. No longer am I looking to speed through calls, feeling down when a 'difficult' call comes through, feeling guilty for not fixing things and feeling like I'm doing far more than my fair share.

Now I relish every call. I have set myself a template up reminding me to do all the things they think are important. Like saying Good morning / afternoon. Confirming name and address, offering a reference number and asking if anything else. If I get a problem I can't fix with my brain I look externally for a fix, in old calls, databases and asking 2nd line. If I find a new fix I note it and close the call. If I pass it to 2nd line I ask them to let me know how it was fixed.
I've also starting writing my problem report in a file I can spell check before saving it in the call software.

All this while still offering comfort as well as technical support to the customer.

I'm thinking of work as a game to see if I can keep up my performance.

And you know what?
Its working!
Not only am I enjoying work more. I'm feeling better in the morning and no longer thinking 'oh no.. another X days to go'

It's a little like having a new job. All I have really done is alter my perception and basically told myself to stop winging and get on with it.

Okay I've only been doing this since Monday, and half that day was off with Viv to the hospital. So.. a day and a half.

But I really hope it sticks and keeps being fun.

Wish me luck :)

Edit: Oh. I forgot to say. The reason no update recently is because I've been too busy at work :)

Live for today
No more "What Ifs"

Think about my needs as much as I do for others - Not more or less. But the same.

Be as Open Minded about myself as I am everything else

Allow myself to have a good day and want more.

Do not listen to liars - Including yourself.

Have an image / song / words to remind me of happiness and distract me from depression.

Things to be grateful for

Viv - My Soul mate
Home - Having a place to live
Cats - Spiritual and Physical companions
Work - A sitting down job with internet access and helping people.
Technology - From Running water to the latest Scientific Advances
Health - I may not be healthy - But I could be a LOT worse off.
My Mind - I do have a wonderful imagination and Mind.
Friends - Remember to trust their words - Your not a bad person.

If I can follow this I will be the Person I deserve to be. A Happy Person.