A customer called me to register the guarantee on a new appliance she had. I informed her that I’d need a few details to register it. I asked for the model of the appliance.
‘Don’t you have that? I thought all the details would be on your system.’ She said.
I answer the call by saying ‘You are through to (my name) at (my company name), on behalf of (appliance company name). So it is clear that you are not calling the company you bought the appliance from. In view of this, exactly how am I going to have the details on my system when it has not been registered?
Each appliance comes with a guarantee card that can be filled in and returned in the post. All the details needed to register the appliance are on this card. The amount of people who call us to register an appliance with no details whatsoever is mind-boggling. The information needed is right in front of them and yet they still can’t be bothered to get it before they call in.
They never told me that mind reading was part of the job portfolio. I may have to have a word with my Union about this.