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 holder to discuss the details with anyone. However, I offered to check how much information I could give without breaking regulations.
‘I can give you the expiry date,’ I told her, ‘but I can’t discuss any of the policy or payment details as we have no permission from the policy holder.’
‘That’s fine.’ She said. ‘I just want the date it expires. I understand completely that you can’t discuss the details of the policy.’
So I gave her the date that the policy was due to expire, not mentioning anything about the policy, not even what it was called.
‘That’s great.’ She thanked me. ‘Now can you tell me what it covers?’
As I mentioned above, I’ve heard the ‘I understand completely’ many times before, and 9 out of 10 customers obviously don’t understand!
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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 1 May second stage. But the company felt it was ok to give us all of the information today – 2 June!
Turns out that people have had failed calls on certain things because our managers didn’t even know about these changes. We’re wondering if the fails will now be overturned. This will be interesting.
I’m sure it’s not just our company that is so badly organised when it comes to communication. I’ve come across it in many companies, not just ones that I’ve worked for.
Our company has the big massive policy of putting the customers first in everything it does. But when it comes to the staff on the front line it’s a completely different story. They don’t seem to be able to understand that if we don’t have the information then the customer won’t either. So by treating us so shoddily they are also preventing us from giving the customer correct information, which is definitely not putting the customer first.
Consequently I have not been in a good mood today. And here I am trying to be more positive about everything – Law of attraction, etc. Sometimes it’s extremely hard to keep the spirits up.