Are You Listening?

When customers phone us they often have an idea of what we are going to say, or more often an idea of what they want us say. Sometimes it can take several minutes before we can get through to the customer with the actual facts. Here are a few examples:

ME: Your policy was renewed at the end of November, but payment will be requested at the end of December because you pay a month in arrears.
CUSTOMER: Has payment been taken yet?
ME: No. Payment will be requested at the end of December.
CUSTOMER: Why hasn’t the payment cleared? It’s not on my bank statement.

CUSTOMER: I went to the bank to pay the renewal but they said they couldn’t do it. They told me to call you.
ME: We don’t have the facility to pay at the bank. You can renew over the phone by debit/credit card or direct debit. Or send a cheque/postal order in the post. Would you like me to renew it for you now?
CUSTOMER: Yes. I don’t have a credit card.
ME: I can do it on direct debit for you.
CUSTOMER: I want to pay cash at the bank.

ME: Next year your policy will be renewed automatically unless you tell me you don’t want that to happen.
CUSTOMER: Does that mean I get a free years cover?

ME: I need the policy holders permission before I can discuss the policy details with you.
CUSTOMER: Oh. But when is it due to be renewed?
ME: I need the policy holders permission before I can discuss the policy details with you.
CUSTOMER: Well it’s due for renewal on 5th of December, so can you renew it now and I’ll pay for it?

Listening is an art it seems.


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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