We frequently get customers ringing us to ask if we have received their applications or registrations. After searching diligently on the computer system we invariably ask: ‘When was it posted?’
We get a variety of answers to this question.
‘I posted it yesterday.’
‘It definitely won’t have got to us yet. Ring us next week.’
‘I posted the form at the weekend.’
‘The post doesn’t work the weekend. Ring us at the end of the week.’
‘I posted it three months ago.’
‘Yes it’s here. You should have had confirmation before now. I’ll get that reprinted for you.’
My favourite was one that came through a few days ago.
‘When did you post it?’
‘I posted it at the same time as several other letters.’
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‘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.
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A customer called me to register the guarantee on a new appliance she had. I informed her that I’d need a few details to register it. I asked for the model of the appliance.
‘Don’t you have that? I thought all the details would be on your system.’ She said.
I answer the call by saying ‘You are through to (my name) at (my company name), on behalf of (appliance company name). So it is clear that you are not calling the company you bought the appliance from. In view of this, exactly how am I going to have the details on my system when it has not been registered?
Each appliance comes with a guarantee card that can be filled in and returned in the post. All the details needed to register the appliance are on this card. The amount of people who call us to register an appliance with no details whatsoever is mind-boggling. The information needed is right in front of them and yet they still can’t be bothered to get it before they call in.
They never told me that mind reading was part of the job portfolio. I may have to have a word with my Union about this.
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Paddington [DVD] £10.00
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