musingsponderingsandrants

Parenting, profundities and humour

Sunday — May 24, 2020

Sunday

Some days are just shit aren’t they. Today I had to deal with my disconsolate daughter who crawled in bed beside me and sobbed for half an hour.

She has been doing ok. Like all of us she is sometimes able to settle into the new routine and deal with the day to day of our new reality.

In fact yesterday was a relatively good day. I drove her to a public park to meet up one on one with a school friend whilst I went to the nearby supermarket. They walked 2m apart round the park. She said they talked about the virus and school and the new age and it seemed to have helped. She hasn’t seen her friends for over 2 months. She is 12.

But today she is again struggling. She is struggling with intrusive thoughts. She is struggling with grief. She is struggling with a sick feeling in her stomach. She is struggling with hours of empty time. She is struggling with loneliness.

She is not alone. There are millions of children out there who feel hopeless even if that’s only some of the time. They are impotent. They cannot help. They are the subject of intense debate. They are carriers and spreaders. They are unwanted; at school, in shops, on the streets, sometimes at home. They cause issues. And don’t think for one minute that they don’t know this.

They are children.

It worries me intensely what all this is doing to our youth and their futures which are all our futures.

And apparently children are resilient. Quite often that is not how it seems.

There is no answer. I have no answers for her. I cannot wave a magic wand. I can’t help make it right.

This virus has stripped me of my ability to do that.

Call me…. — May 13, 2020

Call me….

Yesterday I rang Sainsburys. I have been an on line customer for years and the owner of a delivery pass for about 10. Recently though I have been charged for deliveries and although I don’t really mind and thought it was probably because of the current unusual circumstances I had it on my mental list to ‘get to the bottom of’….

I went on line and was surprised to note that my account showed that I did not have a delivery pass…weird.

So I called up. I got through to a lovely lady with a thick accent (probably Scottish but may well have been something else). I asked her if she could find out why I had no delivery pass. She said it had expired on 30th March. I asked why it had it not been automatically renewed as stated on their website (still). At this point she got very defensive…

At the beginning of lock down, she said, when they were under the kosh of panic buying and on line slot mayhem they took a decision not to renew delivery passes. They simply couldn’t cope with it.

I was not in any way cross with her. We talked a bit more. She was sitting in the bedroom in her flat using a laptop and a mobile phone that had been hastily issued by her employer when she started working from home. Her broadband was not always up to the job. She lived alone.

She said I should be able to get a new pass. I advised her that the website still said I could not. She said she thought she ‘had read it in the chat’ from her employer sometime this week that delivery passes were coming back. Clearly not yet. She thanked me for the intel.

I said not to worry I would keep looking myself. She offered to book me my slot for next week which was a major bonus as usually I log on 3 times a day searching! She did that and reserved the slot for me.

I thanked her and hung up. Later I got the confirmation email and had a chuckle at the bottle of Moët she had used to reserve the slot. I may forget to untick it when I do the actual order!

The conversation got me thinking about all those call centre and social media peeps desperately trying to help their customers in what can only be described as very unusual circumstances.

The banks are under a lot of this pressure at the moment (and indeed have been for the last 2 weeks) in the wake of the launch of the bounce back loan scheme. The volumes seen have been unbelievable. The scheme was rushed in with IT platforms not tested or in some cases ready. It was right to rush it in. Small businesses need the cash. But it needs to be remembered that the time frames are ridiculous and the volumes astronomic.

And the people at the sharp end managing issues and complaints and understandable frustration are often sat alone in bedrooms on hastily arranged IT with a lack of up to date info. In fact the info changes so quickly that it is hard to disseminate it effectively to staff from the centre especially when those staff are dispersed. They are low earners and are answering call after call in an unrelenting fashion day after day. I cannot imagine how soul destroying that must be.

As is the case in these situations those that are happy don’t say it often enough and those that are not yell loudest.

We need to remember that supermarkets and banks and others are actually a whole lot of people most of whom, in very difficult circumstances, are trying to do their best to help people.

When we finished our talk yesterday my lovely accented call centre lady thanked me for our chat. She said it was nice to speak to someone who was interested in her.

Be kind folks.

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