Hard To Believe

If I didn’t work in a call centre I would find the following very hard to believe. However, the following experiences from myself and my colleagues are, unfortunately, true.

Agent: What model of boiler do you have?
Customer: It’s a shiny white one.

Agent: How would you like to pay?
Customer: You can use the cheque I sent in last year for this years payment as well.

Agent: What model of boiler do you have?
Customer: You should know. Your husband installed it.
Agent: My husband does not install boilers.
Customer: Well, your son then!

Agent (for the 3rd time): Can I have your address please?
Customer: Oh don’t you have it?
Silence
Agent (for the 4th time): Can. I. Have. Your. Address. Please?

Names have been changed in the following to protect the guilty.
Agent: Can I take your name please?
Customer: It’s Becky.
Agent: Surname?
Customer: Martin.
Agent: The policy is under a different name could I please speak to that person?
Customer: I’m the policy holder.
Agent: The name on the policy is Miranda Dickson, so if you are the policy holder who is Becky Martin?
Customer: That is my work colleague.

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Moving Team – Again

Just before christmas I was told I would be moving to another department. I wasn’t worried as I’d worked there before and enjoyed it. I went to a great team – some of whom I already knew, and some I didn’t. And it just happened to be the manager I had in that department before. I was quite happy with the move.

Just after christmas I was told that our team were splitting up as my manager was taking over the rookies who needed a helping hand to settle in. So we all went to different teams. No problem, I was absolutely fine with where I ended up. Everyone was great.

I was there for two months and yet again I was told I was moving. This time it was because certain people, who did particular policies, had to be put together as they were all spread out. Luckily, I’m again quite happy with where I’ve ended up. Great people and a great manager.

However, some people have not been so lucky. One particular friend has been moved to another department, after some pitiful excuse that the company have used. They said she did something wrong on a call so have moved her. Thing is, a number of people have done something wrong on calls and they haven’t been moved into the other department.

There’s also a case of someone asking to be with their friends so strings were pulled to keep three people together!

I wondering how this is fair. Seems to be something underhanded going on here.

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Woman!

A work colleague had a particularly nasty individual on the phone a few days ago, who insisted in finishing every sentence with the word ‘woman’. We always give our name to the caller – it’s politeness as well as good service. However, this man wasn’t interested in using my colleagues name as he didn’t wish to speak to a woman!

The conversation went along these lines:

‘Good morning. You’re through to (name of colleague). How can I help you?’ She asked politely.

‘Put a man on the phone, woman. I’m not speaking to you.’ He demanded.

‘We are very busy at the moment and my colleagues are busy on other calls, so how can I help you?’ She asked again, politely.

‘Renew my policy, woman.’ He spat.

My colleague was polite throughout the call. But even when she reminded the customer of her name, he still didn’t use it.

Personally I would not have put up with his rudeness and, let’s face it, his prejudice. We are living in the 21st century and to think that there are people like this in the UK now is unbelievable. What a prat!

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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 with the intention of insuring his boiler you’d have thought it was pretty obvious that my colleague wanted the details of his boiler and not ours.

‘Do you mean my boiler?’ He asked. Followed by: ‘Are we talking about my boiler?’

He asked several times before my colleague had even begun to set up the policy. When she did start to set it up she informed the gentleman that she needed to check the eligibility of the property and would be asking him a few questions.

‘Is this a quiz?’ he asked.

‘No. It’s just a couple of questions to make sure the property is eligible for the cover.’ She told him.

‘This is a quiz. I need to get my pen and paper to help me.’ Was his reply.

There are times when we find it very difficult to get through a call!


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Conversation With a Colleague

I have often written about the calls I receive from customers, but I’d like to share an internal conversation this time.

A few days ago one of my colleagues received a call from a lady kindly informing us that the policy holder had sadly passed away. Mrs X said that she was the new owner of the property and had received a letter from us addressed to the deceased. My colleague investigated this and found that an internal department had been attempting to contact the deceased customer – Mrs Z.

Problem was that this particular department had finished work at 5pm and had all gone home. My colleague wasn’t in the next day so she asked me to give them a call and let them know what had happened.

This is how the call went:

ME: Morning. This is…in…I’m ringing for a colleague who received a call last night from a lady informing us that the policy holder has passed away. Mrs X is the new owner of the property. She’s had a letter from you guys addressed to the deceased, Mrs Z. You had finished work last night, so my colleague couldn’t call you. She’s asked me to let you guys know, as you have been trying to contact Mrs Z. My colleague has also put notes on the system for you.

AGENT: Do you have the customer on the phone?

ME: No. The customer has passed away. The new home owner called us to let us know that Mrs Z has passed away. She called last night.

AGENT: We’re doing a review on the policy as it’s one that was set up when there was an error on the system. Is Mrs Z’s husband on the phone?

ME: No.

AGENT: We’ll continue with the review then we’ll give the customer a ring to let her know if we’ve found anything wrong.

ME: You won’t be able to do that. Did you not hear what I said? Mrs Z has passed away. There is a new owner in the property.

AGENT: Oh. Hold on please. I need to speak to the manager.

ME: No problem.

AGENT: I’ve spoken to the manager. Do you have the husbands address?

ME: No. I didn’t take the phone call. My colleague did. I’ve told you this already. My colleague took the call. The new home owner rang in to let us know that Mrs Z has passed away. My colleague asked me to call you guys to let you know as she is not in today. I have now told you. If you care to read the notes on the system, as I’ve already pointed out to you, then you will understand what I’m saying.

AGENT: Well I don’t know what we’re going to do here.

ME: Talk to your manager again. I’ve told you. Bye.

My patience had run out by this time.

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