Email

Further to my recent blog about positive future developments, the company has now decided to enable the call centre to test out having email.

You may wonder why we don’t have email. We do too. In this day of modern technology you’d have thought that we should be able to email documents to customers. Or at least any normal thinking person would.

The company feels that the call centre staff will abuse the email. The rest of the company have email, but of course, there is no possible way that they would ever be guilty of abusing it.

Anyway, before I climb onto my ever-ready soapbox, they asked us for reasons why we thought we should have email. This had to be a maximum of 100 words?! I duly went around my team to get feedback, to be greeted by some extremely sound reasons/comments, but also the stupidity of ‘I don’t think we should have it’. These people should either go back to primary school or back to the slave-trading days when they weren’t allowed to be free thinking.

I put together a proposal. I think it was around 100 words. It looked it. I didn’t bother counting. The managers said I stated the facts very well, especially when mentioning the little details about all the bits of paper we have lying around, which is against FSA regulations. Can’t forget the FSA now can I? That would be sacrilege.

So we’re now waiting to see if my short proposal bears fruition. I’ll keep you posted. By blog, not by email.

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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?

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