The World As I See It

The world as I see it, is a remarkable place,
A beautiful house in a forest, of stars in outer space.
From a birds eye view, I can see it has a well-rounded personality
From a birds eye view, I can see we are family.
It's not hard for me to love you
Hard for me to love you
No it's not a difficult thing

2011 : A Very Muruku Year

My 2011:

Break up. Grieving. Farewell Siem Reap. Loved Universal Studios Spore. Travelled solo to Europe. Walked under the rain in Paris. Had a fiesta time in Barcelona with Ferlynn :) Shed tears of joy in Milan. Got really lost in Venice. Climbed over 400 steps to get the best view of Florence. Made wishes at the Trevi Fountain in Rome. Felt holy in Vatican City. Job promotion. Chopped off my hair & until now still couldn't grow lol. Still grieving. Dark & depressing days. Watched fireworks in Disneyland Hong Kong. Hyperthyroidism. Self-resentment. Suicidal. Attempted to resign. Confused. Finally saw the silver lining behind those dark clouds. Never been this happy before. Bought tickets to Seoul for winter. Closure. No more sadness. No more grieving. Won a free stay at a 5-bedroom suites Villa in Bali through an online contest :) Syukur everyday for everything. A very happy Christmas. Welcoming 2012 with open arms and an open heart :) Merry Christmas and a Happy New Year to all! Buon Natale e Buono Anno Nuovo a tutti!

Merry Christmas!

因為你 (Yin Wei Ni)

因為你 (Because of You)



Dearest Papa,

Happy 1 year anniversary, Papa :) This year we’ll be celebrating Christmas in our memories of you. You loved Christmas, you would play beautiful Christmas songs at this time of the year, and you loved having us around during Christmas :)

I know that you are much happier now, I am happy for you too. You are now in the safest place, with no sufferings or pain, in God’s protection. You can run freely with Emmet and Brownie, and other angels there.

It has been a rough year for me, but I am very happy now. I finally saw the silver lining behind the dark clouds. I’m sure you are very happy for me too.

Pain and loss makes everyone stronger, there is a reason behind everything, and I truly understand that now.

I will see you in heaven, Papa. Thank you for your continuous blessings, you will forever, eternally be in my heart even in my death :)





Lots of love,

Petrine XOXO

Any Public Mutual agents here?

From yCism to M U R U K U . C O M to my new blog : everybodylovesmuruku.tumblr.com !
My tumblr blog is so happy clappy! I don't know if I'll come back to blogspot though haha.
But I'll still keep blogspot cos of the many many memories and this is my first blog :)
Head over to my new one everybodylovesmuruku.tumblr.com for a visit!
I'm very happy now!

The Pursuit of Closure

I'm better now, been happy for the last 2 days.
I really do apologize for all of the angry, suicidal and emotional FB statuses over the last 2 months, cos most of the times, it was my thyroid hormones talking (very unstable hormones), that wasn't me. I am actually a jovial person haha.
Now I'm happier cos I have stopped those hormones from controlling my mind.
In fact, I am actually contented with my life and grateful for everything good in my life.



A few days ago, when the memories of him and us became too intense, impulsively, I smsed him.
I was looking for a closure. I think.
He replied. He wanted us to be together again. As much as I do not want to hurt him, I also do not want to hurt myself by going through it all over again.
How I have wished that he would understand me more, and hurt me less in the past. But now all of these does not matter to me anymore.
We just do not have a future together. And we're better individually apart.
Now I'm either gonna leave it as it is, or reply him to "Please forget me".
I guess this is closure to me.



I really wish that I can erase selective memories. Then my life would be a little less painful, and easier to create new memories.
It took me so long to get a closure for this relationship.
I just don't want to give him hope anymore. Cos there's no point getting back together and then break up again.
It's better for him to find someone else who's more compatible with him.
I don't mind being his friend again but if he's not willing to, then there's nothing much that I can do.
I wish him all the best in his future undertakings, I hope that he will forget about me soon.



Now I'm running towards closure with an open heart.
I hope this means that I'll no longer think about him, no longer will have that longing.
Goodbye my dear and thanks for the sweet memories.

YC LOCO's Tips On How To Handle Complaints Effectively

I've been in a mentoring role for about 4.5 years, also handled complex disputes/managerial escalations for about 3 years, and in a supervisory role for 6 months now.
I have learnt how to solve and/or improve the escalations (Complaint calls from customers) throughout the years. Hence, I'm here to share my tactics/experiences I had so far, on how to make an escalation call a better experience for your customers :


1. Sound calm. Customers are already frantic/agitated during a complaint call, and if they ever detect your slighest bit of impatience/annoyance, you're just digging your own grave.

2. Do NOT raise your voice. If you do, you're not solving the problem. You're only making it worse. If a customer is shouting at you, do NOT go to the same level as him/her, you must still sound polite and convincing nevertheless. Eventually, the customer will calm down hearing your calm tone.

3. Let the customer rant. Let him/her vent out all of their frustrations. Then only you can address his/her issues one by one. From there, you can identify the root cause that has made the customer unhappy.

4. Be aware of your choice of words. Do not use sentences that start with "I cannot", "I won't", "I don't want". If the customer's request is really unreasonable, then use sentences like "I'm afraid that we are unable to accede to your request..." Or "After much consideration from the management, your appeal was unsuccessful..."

5. Do NOT give the wrong information. This is already a complaint call, you wouldn't want another complaint call, would you? :p

6. Do NOT interrupt. Probably one of the worst things to do while facing a furious customer. In my personal experience as a customer, I did encounter situations whereby some Supervisors/Managers interrupted me while I was talking to them. That has made me even more angry & complained more.

7. Active listening. Your customer would rather talk to a tree than to encounter someone who's not listening to him. Believe me, it's really bad to ask a customer to keep repeating the story. I have blasted many officers who did this to me. Open up your ears and listen with an open heart.
Always remember that customers expect you to solve his/her problems once and for all, and not ding dong here ding dong there.

8. Do NOT sound sleepy. Oh gosh, I have a colleague who sounds very sleepy/sad while talking to customers. One customer actually told him to sound more cheerful! Do not let customers highlight your weak points. Improve yourself before you even start talking with any customers.

9. Convince them that you are helping them in their best interests. Whenever a customer sounds that he/she has given up on us, I would convince them that I'm really here to help them. You must sound genuine and helpful as well.

10. Do not end the call yet when customer is still unhappy. By doing all of the above, you should be able to make customers happy before the end of the call. Always think of the best solutions, everything has a solution, and let customers know about their options.


Thanks for reading and I hope that this would somehow help you :)