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!”
Tag Archives: customer
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”
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”
Mystery Shoppers
A few of my colleagues and I believe that we have had a spate of mystery shoppers phoning us. There have been a number of potential customers ringing up and asking every question under the sun about two or three policies. The questions range from the utterly ridiculous to extremely technological. Definitely not our normal customersContinue reading “Mystery Shoppers”
Getting Away With The Ridiculous
Have you noticed how firms seem to be getting away with the ridiculous at the moment? Take illness for instance. It used to be classed as discrimination to fire someone because of their health problems, but now it seems that it’s a perfectly reasonable excuse to get rid of someone. All they need to sayContinue reading “Getting Away With The Ridiculous”
Respect At Work
When you work as a team you’d think that the team members would be respectful towards each other. Two days on the run I’ve had occasion to speak to people about their lack of consideration. Yesterday we had a new team member join us and after half hour of being on the team the personContinue reading “Respect At Work”
Half Way Through The Week
We’re half way through the week and it’s busy, busy, busy. Horrible. I got back to work on Monday to find that I’d forgotten to give a customer some information, on a call at the beginning of the month, hence a failed call. Not good. Crap in fact. It’s only Wednesday and I feel exhausted.Continue reading “Half Way Through The Week”
Late Information
We were given information at work today that we should have had at least a week ago, in most cases, but 3 months ago in one case. Price changes that went live yesterday. DPA changes that went live last week. Changes to certain policies that went live 27 March for the first stage, and 1Continue reading “Late Information”
Digital Chat
I had the opportunity to sit with our digital chat guys today. I found it very interesting. They do very much the same as what I do but they do it online whereas I’m on the telephone. Customers can chat on the net to one of our agents, and get questions answered about the policiesContinue reading “Digital Chat”
Getting The Name Right
When of the worst things about working on the phones is that you can’t always hear the name of the customer correctly. This can happen for a number of reasons: The sound is sometimes quite when you first answer the phone, the line is distorted, you can’t tell whether it’s male or female, there’s aContinue reading “Getting The Name Right”
Natural Matrix Therapy 