A customer said that she understood completely! Well I’ve heard that one many times over.
‘I’m an agent ringing on behalf of the landlord.’ She told me. ‘I want to know when the policy expires.’
I explained that we had no details of the agents on our system, and no permission from the policy holder to discuss the details with anyone. However, I offered to check how much information I could give without breaking regulations.
‘I can give you the expiry date,’ I told her, ‘but I can’t discuss any of the policy or payment details as we have no permission from the policy holder.’
‘That’s fine.’ She said. ‘I just want the date it expires. I understand completely that you can’t discuss the details of the policy.’
So I gave her the date that the policy was due to expire, not mentioning anything about the policy, not even what it was called.
‘That’s great.’ She thanked me. ‘Now can you tell me what it covers?’
As I mentioned above, I’ve heard the ‘I understand completely’ many times before, and 9 out of 10 customers obviously don’t understand!