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?’

‘Half hour ago.’ He told me, rather confidently.

I patiently explained that it would take a few days to reach us, and even the post, as great as it was, could not be collected from the post box, delivered to the sorting office, sorted, checked, placed in the sacks, loaded on to vans, delivered to the correct area of the country, sorted into suburbs, given to the relevant Postie and then delivered to us, all in the space of half hour.

Then again miracles do happen. I don’t think the odds would be too good on this miracle happening though.


Fifty Shades of Grey [DVD] [2015] £10.00


Pampers Baby Dry Size 4 Maxi Monthly Pack – 174 Nappies


Estone Hot Fashion Women Dress Watch Silicone Printed Flower Causal Quartz Wristwatches


EXERCISE BAR / DOOR BAR, PULL UPS, CHIN UPS, SIT UP, UPPER BODY TRAINER

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 are times when we can give generic information – trying to answer questions without discussing a person’s policy.

A gentleman called me the other day, on behalf on his friend who was in hospital. He explained that his friend had received a renewal and he wanted to let us know that he would get her to send in a cheque. Well I could see quite clearly that the policy had already been paid but I couldn’t discuss this with him due to the FCA regulations. So I tried to tell him without telling him.

‘I’m going to see her tomorrow in hospital.’ He explained. ‘So I’ll take her cheque book and get her to write it out and then I’ll post it for her.’

‘When you see her tomorrow get her to double check that she hasn’t done it already.’ I told him. I thought this was pretty clear. The play on words – ‘double check’ – and the inference that she may have done it already.

‘She hasn’t done it. She’s in hospital.’ He said. ‘I’ll get her to do it tomorrow so don’t cancel her policy.’

I repeated what I had said hoping he would understand the second time around. He didn’t. So I tried a more direct tactic. ‘You know that I can’t discuss the details with you, but if you listen closely to what I’m saying then you’ll see that I’m telling you something without giving you direct information.’

‘Ok.’ He seemed to understand this so I said it all over again.

‘Ok. I’ll get her to look through the cheque book.’ He said cautiously.

I left it there. I felt that I’d told him as much as I could without directly stating that it had been paid. I got the impression that he still didn’t understand what I was saying, but at least I got him to say that he would ask his friend to look through her cheque book before sending in another.


Pack of 1000 Red Silk Rose Petals


McAfee Total Protection 2015 – 3 PC (PC) [Frustration-Free Packaging] £25.99


Fifty Shades Of Grey


Game of Thrones – Season 4 [DVD] [2015] £27

Just Short Of Losing My Temper

Bit of a crazy day today. I almost lost of my temper with a customer. Well, actually I did lose my temper but my professionalism kept me calm under stressful circumstances.

It was a busy day starting with a nice gentleman calling to set up a policy. I set it up and informed him I was going to run through the cancellation details.

‘Cancellation for what?’ He asked.

‘The policy I just set up for you.’ I reminded him.

Great start for the day, which was followed up by a kind person ringing to tell me that they were sending in a cheque. What is the point of ringing a company to tell them you’re sending in a cheque? We can’t do anything until we’ve received the cheque. So what’s the point of sitting in a call queue to waste your time and our time? Crazy!

The highlight of the day, however, was an extremely rude, ignorant person, who happened to be of a prominent profession, which I won’t name. This was obviously an educated person who thought they knew better than me about doing my job. Said person really wound me up the wrong way.

I began by giving him an outline of what I was going to do while setting up the policy. This is not only politeness but gives the customer clear information on what is happening. Said customer immediately told me that I didn’t need to give him this information I could just take the payment. I explained that I needed to check that the property was eligible – he started moaning about that. I explained that due to regulations I had to give him certain information – he complained about that. I gave him the option of listening or sending the form in the post. He told me to hurry up and do it over the phone.

I ran through the details keeping very calm, and tried to be as pleasant as possible, while being interrupted several times. I finished everything and asked if there were any questions. Well this was just the wrong thing to say to this person. I was categorically told that I didn’t need to give all those details. I should have just taken the payment. If the customer says they don’t need the details then that should be accepted!

I explained yet again that we are regulated by the FCA and have to follow the regulations we are given.

‘I don’t care about these regulations.’ I was told. ‘You should just accept my payment and set it up.’

I informed the customer – categorically – that they wouldn’t do half a job in their career and I wasn’t going to do half a job in mine. Customer didn’t accept this either. All through the call I had been interrupted and this person had spoken over me. It ended with a bit of an argument where I had to take several deep breaths to keep calm. This person was extremely rude and ignorant.

But can you imagine what would happen if a professional person only did half a job? Take a doctor for instance:

‘Doctor, I have a high temperature, feel sick, have a severe headache, and a rash.’

‘Take this tablet.’

No name for the tablet. No details of how, when, how many times to take it. No details of what’s wrong with me. No details of possible side effects. Half a job. Not pleasant. Not satisfactory. Definitely not doing the job properly.

How about a builder just building the outside walls with no rooms inside?

I may work in a call centre. But I have a job to do. I have letters after my name and consider myself professional in my career. If my job includes giving certain information then that is exactly what I’m going to do. I don’t do half a job. I have far more credibility, sincerity, and professionalism in what I do.

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