Ignorant People

Yesterday a customer was constantly moaning while I was trying to set up a policy for him. He had a titled name and seemed to think that this gave him an excuse to be ignorant and rude.

As an insurance company we are regulated by the FSA, or the FCA as it is now known. Because of this we have to give out a lot of information when setting up a policy. Information that has been passed by the FCA and legally. We would prefer not to read this script, but it’s the job so we just get on with it. The customers would probably prefer not to listen to the script but most of them understand that we are regulated, which makes things safer for them and for us.

However, this particular customer kept telling me to get on with it. I explained, quite patiently (very hard for me), why I had to give him the necessary information. I also explained that if he didn’t want to listen he could post the application form. None of this seemed to satisfy him. In fact I explained and gave the option about 4 times during the call. I then made sure I read the script with the best ‘nice’ voice possible, probably bordering on extremely sarcastic! I also spoke extra slowly just to piss him off.

At the end of the call I explained everything again. ‘Oh,’ he said, ‘I didn’t know this. It wasn’t explained to me.’

It just goes to show that a titled name doesn’t make you intelligent.

Categories: Call Centres

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