Just how hard is it to listen to what I am saying? It appears to be extremely difficult for some people. Take a customer that phoned me a few days ago.
‘I’ve had a letter from you about the plumbing and drainage cover. Well, I’ve already got this cover. So why are you sending me a letter about it?’
‘You haven’t got the plumbing and drainage cover Mr…, but you do have the cover on the fresh water supply pipe. That’s a different cover.’ I told him.
‘Yes. That’s right. The cover I’ve got covers the internal plumbing.’
‘No it doesn’t. The one you’ve got covers the outside fresh water supply pipe. The plumbing and drainage policy covers the internal plumbing and the sewerage system. It’s £…’
‘So I’ve got the internal plumbing covered.’
‘No. You haven’t.’
‘What’s the price for the sewerage pipe?’
‘£… for the first year introductory cost, and the current second year price is £…’ I answered.
‘So it’s £…for the first year and £…thereafter.’
After about ten minutes I managed to get through to him.
Or how about a customer that phoned in today.
‘What type of property is it, Mrs…?’
‘It’s in the middle.’ She told me.