Customer Attitude

We’ve noticed a change in customer attitude during the last few weeks. It’s probably due to the amount of information in the media about various companies miss-selling, and several companies being fined by the Financial Conduct Authority. But the attitude is not pleasant.

Several of us have had customers coming through saying that they want investigations into their policy being miss-sold. I asked one woman why she thought it may have been miss-sold. She said it was because she had received a lot of phone calls from companies offering her various things so she didn’t know what she was doing. Is it really our fault if she doesn’t know what she’s doing? Various companies is not one company is it?

Many people are coming through and complaining about the tone of our voice, or our attitude, or how unhelpful we are. It’s usually because we can’t give them the answer they want, or we can’t tell them what policy they need. Well how can we? Seriously. We don’t know what insurance they may already have, or what they need to get covered in their house. This is for the homeowner to know. It is for the customer to tell us what they want covered. Many of them seem to be unable to do this.

They’re yelling at us because we can’t discuss someone else’s policy details with them, or because they are not covered for something they have a problem with, or because they haven’t bothered to read the documents. Yes. It’s all our fault.

We’re regulated by the FCA so we have to abide by those regulations, such as getting a policy holders permission before discussing policy details with anyone else, or stating clearly in the documents what is covered and what is not covered. We also give an explanation in the mailings that are sent out, and we run through a lot of information when setting up the policy over the phone. All of this was done by the FCA to make sure that things were done fairly for the customer. In other words to ensure that the customer can buy safely and with everything up front and in detail, so they know what they are getting. Of course it doesn’t mean that the customer will read the information or will listen to what they are being told. Far from it at times.

Maybe if people stopped paying so much attention to the media and more attention to documents that are sent to them, their own property, their families, maybe then they’d realise that things are being done with regards to their well being. Maybe if the government put more into the education of this country then more people would be able to think for themselves. Just maybe.

 

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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