We’re Closed!

Unfortunately I had to work this Saturday. Right at the end of my shift I had a customer ringing to take out a policy that I don’t deal with. I’m not authorised to set it up so would have been in serious trouble if I had done so. However, as I explained to the customer,Continue reading “We’re Closed!”

Phoning While Driving

We have many customers who phone us while driving. ‘I’m on hands-free.’ They say. Now, it is against the law in the UK to be using a hand-held phone while driving, stopped at traffic lights, or in a traffic queue. It can be 3 penalty points and £100 fine minimum, and £1000 fine and disqualificationContinue reading “Phoning While Driving”

Questions

When a customer calls in to us they hear an IVR recording before they get through to an agent. It tells them the company name and gives a bit of information about the company. After this they get through to an agent who proceeds to answer any queries they may have. Answering questions is anContinue reading “Questions”

Customer Attitude

We’ve noticed a change in customer attitude during the last few weeks. It’s probably due to the amount of information in the media about various companies miss-selling, and several companies being fined by the Financial Conduct Authority. But the attitude is not pleasant. Several of us have had customers coming through saying that they wantContinue reading “Customer Attitude”