Just a few weeks ago, we started using our new system in the office which would promote speed in assisting our customers, which in turn will lower our AHT and facilitate us when we do multi-tasking. My first call using the system went really bad and up to this time it would still haunt me every now and then. As customer reps we must always practice caution especially for lost and stolen qeues. The reason behind, is of course, we would not want stopping the wrong cards. Unfortunately, one can never be lucky everytime... I have always been extra careful with my calls and would even let alone having to do the extras just to be able to concentrate on what I was doing at that precise moment.
Yes, I have stopped a wrong card, made my customer tremendously frustrated and drove me to ask myself again if I was in the right job. Of course, I was very much apologetic as there clearly was a misunderstanding. He went on with his tirade and I let him vent until there was nothing else for him to say. So I told him that I will be taking full responsibility for what happened even if this meant losing my job. At that particular instance I did not care if I would, because I felt that since I have failed my customer I did not only fail myself but I also failed my team and the company I worked for.