Sheer Rudeness!

Todays bad customer was an elderly lady who was extremely rude and ignorant. After giving me her name she started saying that she had received a load of ‘rubbish and crap’ and wanted to know what it was. She then started giving me a mouthful on how she couldn’t read it because it wasn’t in large print, and then proceeded for another 2 minutes with the rubbish theme.

After eventually getting her details and listening to another load of the ‘rubbish’ topic I was able to inform her, quite politely of course, that it wasn’t rubbish at all. It was her renewal letter. (If we hadn’t sent it she would definitely have something to moan about.)

Having politely informed her that she only needed to ask us for correspondence in large print, we could then make sure that it was larger in the future. She then indignantly stated that she was asking me now. She wasn’t. She was moaning because it wasn’t in large print. That is not a request. I could have ignored her. I didn’t. I changed the preference to large print.

I reminded her of the policy she had and gave her the renewal price. She was shouting that it was £400 and something. Again I very politely stated it was £48. She then started ranting and raving that she didn’t know where to send her cheque to. I reminded her that there was an envelope with the renewal, but I also gave her the address.

I have to say that quite a few elderly customers are extremely rude. Not all of them. Some are the exact opposite. But the minority seem to think that because they are pensioners they don’t need to be polite or ask for something to be done. After all how are we to know if something should be sent in large print if it is not requested? We are not mind readers.

People like this should know that they are likely to get better service if they are polite and friendly. When they are rude and abusive, like this customer, I can cut them off. I normally do. I don’t need to deal with this type of customer. I was just in a good mood today. She was a knob.

A Matter of a Simple Yes or No

A customer hung up on me today because I asked him to confirm his boiler details.

He asked me to take his boiler details from an old cancelled policy, in order to raise a new insurance policy.

I read the boiler make and model out to him and asked him to confirm that these details were correct. A simple question requiring a yes or no answer. His reply was ‘take the boiler details off the old policy’. I again asked him to confirm if they were correct. He then hung up.

What is it with people today?

We have to check all the details when we set up a policy. We are regulated by the FSA. Most of the questions we are required to ask, are to verify details, and a simple yes or no answer will suffice in most cases. Surely this can’t be too hard?

Something Nice

Decided it was about time I wrote something nice, so here it is.

My company is looking forward, trying to make things better for its employees. About time.

It’s appointed four committees looking at various areas that are sadly lacking. I’m on one of the sub-committees, trying to improve communication throughout the business. The formation of these committees is a very positive step towards improving productivity.

The reason behind it? Well, it’s due to an internal survey that the company did, that produced such shocking figures on the way the employees saw the company, that they were propelled into acting.

This is after the company spent several years in the top 100 companies to work for.

The last few years has seen many changes in the company, a lot of them due to the regulations brought in by the FSA. The changes, although of benefit to the customer and ultimately of benefit to the employees, have seen a dip in the profits. So, of course, it’s been the employees that have paid with a drop in commission and reduction of overtime pay. This in turn has produced a lot of ill feeling amongst the employees.

These committees have been formed to look at communication, the leadership team, ideas for the future, and various other things. There’s a mixture of agents, managers, admin clerks, marketing reps, IT guys, and basically anyone that wanted to try to make things better. A good all round sampling of the many departments in the company, trying to improve things for everyone.

I think this is a very positive step forward and I wouldn’t be surprised if it’s taken on board by other companies.

Margaret Road Wednesbury WS10 7QT 07505067286 By appointment only, so please contact me to discuss available times.