We have to ask customers a multitude of questions at the call centre, to get the answers we need to set up the policy they require. Here are a few examples of the questions I ask and the answers I get:
ME ‘Can I have your full address please?’
CUSTOMER ‘Errr. Ummmmm. Errr. I think it’s…’
ME ‘Can I have your full address please?’
CUSTOMER ‘It’s sw10.’
ME ‘What’s the model of your boiler?’
CUSTOMER ‘It’s a combi.’
ME ‘What’s the model of your boiler?’
CUSTOMER ‘That’s a good question.’
ME ‘What’s the model of your boiler?’
CUSTOMER ‘It’s one of them on the wall.’
ME ‘Can I have your policy number please?’
CUSTOMER ‘The originators number is…’
ME ‘Can I have your policy number please?’
CUSTOMER ‘My phone number is…’
ME ‘Can I have your policy number please?’
CUSTOMER ‘I phoned your number.’
ME ‘Can I take the reference off the letter? It starts with the letters…’
CUSTOMER ‘There’s a number at the side. It’s 010287…’
The worst one out of all of them? For me it’s the address. There are too many adults in the UK who do not know what their full address is or what the term ‘full address’ means. It’s shocking. But this is what we have to deal with every day.
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