A Photo!

‘Can I take the model of the boiler please?’ I asked the gentleman who called in to register his new appliance.

‘I don’t know the model, but my wife has sent me a photo.’ He told me sincerely.

Well how exactly am I going to register a boiler from a photo held by a customer at the other end of the country? Maybe he thought he could describe a square, white box to me and I would, obviously, know exactly which boiler it just happened to be. Or did he think I could actually see this photo while I was on the phone? I don’t yet know of any call centre that does video calling with customers. That would be interesting.

Not to mention that the model and serial numbers are going to be quite small and so they wouldn’t be seen on a photo.

This man was a member of a professional occupation. Certainly a profession that I would expect to know what they were doing. Anything other that would be extremely frightening in his particular career. In fact it doesn’t bear thinking about.

‘Can you help me with a pain I have in my back?’

‘Send me a photo.’


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Registering A Guarantee

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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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 under your insurance?’

‘I haven’t got any insurance.’ He said.

Luckily most of our calls are a lot easier. Majority of our customers give us the information we need straight away with no problems. It’s just the occasional call that requires a lot of hard work.


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