Prologue

"I don't know how to help you if you don't tell me what you're really struggling with here, Sarah."

"Well, you know what, I'm not really sure myself, so why don't we just end this session now? It'll definitely save you more time," Sarah muttered.

"Whoa, there. What's up with the attitude? This is a coaching session, Sarah, for crying out loud. I don't know what your issues are seeing as you don't really want to talk a lot. I'm trying to reach out here, but you don't seem to want the help." Sarah's team leader, Madison said.

"You know what? You're right though, you are wasting my time here, I don't need you and your attitude when all I'm trying to do is help. Why don't you log back in? The queue's piling up anyway."

Sarah stood up without another word and went back to her workstation and put on the headset. She stared at the monitor a few feet behind her to check how many calls have been waiting. She groaned as she saw that it was again more than ten, for the fifth straight day. It had annoyed to her no end that it had been like this over the last few months. She tried to remember what their trainers had told them at the start of their training for a new queue. Call volume wouldn't be as much, people will be a breeze to talk to, and especially, they wouldn't be required to upsell. All of them had been broken promises now, she thought sadly, and they didn't have any choice but to follow.

But she had reached the end of her rope by this time. Sarah was sick and tired of doing the same thing over and over again. She wanted a change, a chance to start over. That would mean though that she had to resign from work, something that she couldn't afford to do at this point. She wasn't getting any younger, and it would be extremely difficult for her to get a job that is related to the degree she finished eight years ago. It would be a big adjustment if she'll get a job in the advertising field. She'll have to start from the bottom of the pack and it was really something she wasn't looking forward to.

Sarah took a deep breath and made a silent prayer that somehow, today at least would turn out better than how it started. She pushed the "Ready" button on her phone and took in a call on queue. Here we go again, she thought to herself. Mustering the sincerest smile she could, she gave out her opening spiel.

"Thank you for calling the Bank of Stratford, my name is Sarah, how can I help you today?"

Sarah closed her eyes as the caller rambled on with her concern, praying for the day to end sooner. All she wanted to do was to climb to bed and sleep to her heart's content.

And then she would repeat the same cycle she had been doing over the last three years. Dread the morning to go to work.

She was glad though that she had at least a respite to look forward to at the end of these dragging days.