Conversation With a Colleague

I have often written about the calls I receive from customers, but I’d like to share an internal conversation this time.

A few days ago one of my colleagues received a call from a lady kindly informing us that the policy holder had sadly passed away. Mrs X said that she was the new owner of the property and had received a letter from us addressed to the deceased. My colleague investigated this and found that an internal department had been attempting to contact the deceased customer – Mrs Z.

Problem was that this particular department had finished work at 5pm and had all gone home. My colleague wasn’t in the next day so she asked me to give them a call and let them know what had happened.

This is how the call went:

ME: Morning. This is…in…I’m ringing for a colleague who received a call last night from a lady informing us that the policy holder has passed away. Mrs X is the new owner of the property. She’s had a letter from you guys addressed to the deceased, Mrs Z. You had finished work last night, so my colleague couldn’t call you. She’s asked me to let you guys know, as you have been trying to contact Mrs Z. My colleague has also put notes on the system for you.

AGENT: Do you have the customer on the phone?

ME: No. The customer has passed away. The new home owner called us to let us know that Mrs Z has passed away. She called last night.

AGENT: We’re doing a review on the policy as it’s one that was set up when there was an error on the system. Is Mrs Z’s husband on the phone?

ME: No.

AGENT: We’ll continue with the review then we’ll give the customer a ring to let her know if we’ve found anything wrong.

ME: You won’t be able to do that. Did you not hear what I said? Mrs Z has passed away. There is a new owner in the property.

AGENT: Oh. Hold on please. I need to speak to the manager.

ME: No problem.

AGENT: I’ve spoken to the manager. Do you have the husbands address?

ME: No. I didn’t take the phone call. My colleague did. I’ve told you this already. My colleague took the call. The new home owner rang in to let us know that Mrs Z has passed away. My colleague asked me to call you guys to let you know as she is not in today. I have now told you. If you care to read the notes on the system, as I’ve already pointed out to you, then you will understand what I’m saying.

AGENT: Well I don’t know what we’re going to do here.

ME: Talk to your manager again. I’ve told you. Bye.

My patience had run out by this time.

Published by Mandee

I'm an EFT practitioner, Matrix Reimprinter, Colour Therapist, Reiki Healer, Tarot Reader, And Astrologer. EFT (Emotional Freedom Technique) was pioneered by Gary Craig, tapping on acupressure points to help a person heal themselves. It proved to be extremely effective and has been taken up by many people worldwide. The therapy was taken further by Karl Dawson who found it very effective to enable the client to access memories, many hidden, sometimes pre-birth. By accessing the memory in the matrix the client is able to identify the root of problem areas, and with the help of the practitioner address the initial cause of trauma, phobias, addictions, pain, etc. I also use colour therapy and reiki as separate therapies, but they also work well together. It's no coincidence that nurses wear blue - blue is a very calming and relaxing colour. Just the thing you need when recovering. Too much blue, however, can lead to withdrawal and in some cases depression. We've all heard the term: 'I'm having a blue day'. This is just one colour example. Reiki is a very relaxing complementary healing technique that originated in the East. It is used worldwide as an effective therapy. The practitioner allows universal energy to flow through them into the client, to help the client recover. The therapies mentioned above are complementary. In orders words they can be used alongside modern medical practices. I do not diagnose or prescribe. Diagnosis and medication is dealt with by your GP or hospital consultant. I've been reading the tarot and runes for over 30 years both in the UK and internationally. I'm also a member of the Astrological Association of Great Britain after studying astrology through the Mayo School of Astrology. I offer Natal Charts, Reports, and Readings. Please note: Tarot and astrology is for guidance only. The reading or report will not make decisions for you and should not be used as a substitute for professional advice.

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