Too many princesses

Ugh, got stuck w/ being Support for the transition class again. They're the people who just finished Training and are about to hit the floor. And again, the trainer takes off, leaving me w/ 9 people who don't even know how to change SIM cards. So I'm stuck bouncing from person to person trying to figure out what the customer's really asking, figuring out what the agent wants, fighting the urge to take the mouse over and do everything for them, and getting a bunch of looks b/c I can't keep track of what they'd asked me about 5 min earlier. So I'm still waiting for a trainer to show up, and I have people asking me why they're not getting calls so I have to check if they even logged into their phones properly, explaining to them how to read a bill, showing them how to use resources that they should've been drilled thoroughly on in training, and I have this girl ask me how to take payment and she's not even in the right system. So I tell her what system she needs to take it thru, and she says to me "well I want someone else to help me." So I look around and go "Well you know what, I'm the only support here right now" And she goes "well I don't like how you just give me short answers and make me feel stupid". So I tell her "Look, I know you've missed a day but I've got 8 other people that I'm trying to help so I can't get to you right away or guide you through everything." So she tries to argue w/ me again, and I just go "Look, you want to know how to make a payment? Well I'm trying to help you right now." So finally she shuts up and actually follows my directions. But geez, they don't do a lot of teaching in training do they? There was another agent who was about to leave just b/c he wasn't doing as well in the real calls as he was in mock-calls and b/c he kept putting the customer, the customer hung up.

And I don't know what the hell they're teaching them in class. They would seriously tell the customer that they're going to put the customer on hold for 20 sec. Who the hell cares about 20 seconds?! And being told that every 20 seconds would be really frigging irritating. Their trainer is supposed to be really good, but I dunno. I wonder if they did any Y-connecting on the floor b/c they sure don't seem to know anything.

Didn't have to take any escalations today at least. Although I did a rerate b/c I didn't feel like getting into a contest where I'm saying the customer must've been lying about telling the rep about something b/c based on the detail of the notes written by the agent, the agent would've given him the correct pricing and notated it. I wish we had a clause that if the customer's caught lying, we can take everything away. That'd be so nice b/c they lie to us so many times.

I'm hungry. I think I'll go eat even though I had a double patty hamburger about...5 hrs ago. Well that explains it.