‘I want to take out a policy.’ She told me. ‘Have you had a letter from us?’ I asked thinking she’d probably had a mailing advertising one of our products. ‘No I haven’t.’ So I took a few details from her and then I checked again. ‘Have you had a letter or have you hadContinue reading “No Letter”
Category Archives: Call Centres
Can You Check The Form?
‘Can you check the form I sent in?’ He asked hopefully. ‘I don’t think I filled it in. I know I filled in the cheque correctly, but I don’t think I filled in the form. Can you check it?’ ‘It doesn’t look as though it’s arrived yet.’ I explained. ‘When did you post it?’ ‘HalfContinue reading “Can You Check The Form?”
Non-Advised Sales
We are non-advised sales at my company. This means that we cannot give advise on the suitability of a product for a customer. We can ask questions to try and point the customer in the right direction, or to perhaps jog their mind, but ultimately it has to be the customer’s decision on whether somethingContinue reading “Non-Advised Sales”
A Photo!
‘Can I take the model of the boiler please?’ I asked the gentleman who called in to register his new appliance. ‘I don’t know the model, but my wife has sent me a photo.’ He told me sincerely. Well how exactly am I going to register a boiler from a photo held by a customerContinue reading “A Photo!”
Registering A Guarantee
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 byContinue reading “Registering A Guarantee”
I Understand Completely!
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 holderContinue reading “I Understand Completely!”
Third Parties
I’ve mentioned before about third party callers and the fact that we can’t discuss policy details with them. Not without the express permission of the policy holder or a copy of the Power of Attorney. Most people understand this. It’s only the few that complain relentlessly trying to get us to back down. There areContinue reading “Third Parties”
Stickers
I had occasion to speak to another call centre today. I rang them on behalf of one of our customers to get confirmation on a subject for him. I spoke to a very helpful young man, and had a bit of a chat with him too. The company was a boiler manufacture, and it seemsContinue reading “Stickers”
Policy Or Not? That Is The Question
‘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?’ ‘No.’ I put the question a different way: ‘Do you want to get an engineer underContinue reading “Policy Or Not? That Is The Question”
My Boiler?
One of my colleagues recounted a call she had from a gentleman wishing to insure his boiler. She began by asking for the details of his boiler: make, model, age, fuel. The customer then became totally confused by this and wanted to know if my colleague was discussing his boiler. As he rang us withContinue reading “My Boiler?”
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