12:50 p.m.
Arrive at work and get ready to start
my day.
On the afternoon shift this week. Once I've logged into my
computer, I pull up five different applications (Gateway, S3, C3,
e.source and Lotus Notes) I need throughout the day in order to
properly assist my customers. I make sure to have everything I need
around me, including my whiteboard and marker so I can make notes
to better assist my customers. 12:59pm on the clock
..time
to get started.
1:00 p.m.
1:00pm assist my first customer.
My customer is calling so I start the call with an enthusiastic
greeting and confirm that I can definitely help him. I work to
complete this request while scanning his profile to ensure he has
all the right products and services to meet his financial needs. I
then thank the customer for calling TD Canada Trust and let him
know we appreciate his business before I move on to the next client
in our queue.
3:00 p.m.
First break.
Time for first break already so I check in with my Manager to
provide her with an update on my progress so far, then I relax and
chat with my peers. I've already taken about thirty calls and a
quarter of the way to meeting my daily goal. I’ve
processed transfers, stop payments, bill payment registrations,
assisted with easyline phone code resets and easyweb setups.
I’ve had conversations with customers that have helped
them save money and reduce interest rates on their
Visa’s.
3:15 p.m.
Team meeting.
Back from break and time for our monthly one hour team meeting. I
really look forward to these meetings as it’s a great
opportunity to discuss our team successes and challenges. Meeting
is over, back to the phones to assist more customers for the next
45 minutes.
5:00 p.m.
Dinner break.
First half of the day is done and I’m halfway to reaching
my goal for today! Some of my team mates and I have decided to get
a friendly competition going to see who can get the most sales for
the day which I plan on winning as it means I get a free coffee
tomorrow! Time for dinner which is perfect because I'm starving! A
few of us have the same lunch break which is nice so we're all
going to the Easyline lounge to eat, talk and watch a little
television before we have to get back to the phones.
6:30 p.m.
Continue achieving my goals.
A little over 2 hours left in my shift and I have assisted about
ninety customers so far, it's been a very productive day. I have
engaged in investment, core and credit conversations with is so
enjoyable. Since my biweekly coaching session is tomorrow with my
Manager I’m taking time to reflect on my results,
successes and opportunities from last month.
7.00 p.m.
Final break.
Off to the lounge for a beverage. I solicit my peers for tactics,
some of which I am going to include in my action plans to take my
performance to the next level. I am looking forward to reviewing
one of my calls during my coaching session as I value the balanced
feedback provided. A quick review of my emails before I began
taking calls again.
9:00 p.m.
End of the day.
I just finished my last call of the day that resulted in the
customer providing a compliment about me to one of our Resource
Officers. I asked a few questions to understand her situation which
allowed me to provide her with a different Visa that will better
meet her needs. I also upgraded her account package which now saves
her money every month. What an excellent way to end my day | 
