‘Do you have a policy?’ I asked the gentleman who phoned through.
‘Yes.’ He answered. ‘But it’s gone.’
‘What’s gone?’ I asked.
‘The guarantee has gone.’
‘So,’ I queried, ‘are you actually saying that you don’t have a policy?’
I put the question a different way: ‘Do you want to get an engineer under your insurance?’
‘I haven’t got any insurance.’ He said.
Luckily most of our calls are a lot easier. Majority of our customers give us the information we need straight away with no problems. It’s just the occasional call that requires a lot of hard work.