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!
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Due to business needs I’ve been ‘selected’ to go to another department. I’ve been in this department before and I do enjoy it so I’m not that worried about the move. The problem is with the way it’s been done. Usually internal jobs are advertised internally first and then externally. This hasn’t been advertised at all. A bunch of us have been ‘selected’ to go, and not everyone is happy about it. So there’s a lot of ‘wandering what’s going on’. There’s a lot of rumours, suspicions, and questions being asked by other agents at the moment, and also by some of the managers. The move came out of the blue and our managers had no choice. This was all done by the sales managers. Agents want to know why the jobs weren’t advertised, or why certain people were ‘chosen’ and not others. Well it’s quite simple really. Our contracts state that we can be moved around whenever the company wants, due to business needs. Nice little addition to the contract this. Your role is…, and your duties are…, but this may change due to business needs. So basically the company can move us where ever it wants. We can’t say jack shit. If we say no then we are refusing to do our work – gross misconduct. So it’s a case of put up or shut up. If you don’t like it look for another job.
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