policy – Natural Matrix Therapy

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!”

Hard To Believe

If I didn’t work in a call centre I would find the following very hard to believe. However, the following experiences from myself and my colleagues are, unfortunately, true. Agent: What model of boiler do you have? Customer: It’s a shiny white one. Agent: How would you like to pay? Customer: You can use theContinue reading “Hard To Believe”

Pay Attention!

We frequently get customers who can’t be bothered to pay attention to the details we give them. They’ll call up to take a policy and tell us to ‘get on with it’ as they have the information on the letter we sent them. If we ask whether they’ve read the letter the answer is usuallyContinue reading “Pay Attention!”

Address

To set up a policy or to check or change existing details we need the address. That includes the postcode. As usual we get greeted with a multitude of answers when we ask for the address. ‘It’s number 5 The Street.’ ‘It’s number 10.’ ‘It’s London.’ ‘I live in Scotland.’ ‘It’s CF4 1QQ.’ ‘I’m justContinue reading “Address”

Terms And Conditions

We often send the terms and conditions out with our mailing packs so that customers can read the two page document that gives them full information about a product. They then know exactly what they are buying before calling us. I asked a customer if she had received the terms and conditions from us, regardingContinue reading “Terms And Conditions”

No Letter

‘I want to take out a policy.’ She told me. ‘Have you had a letter from us?’ I asked thinking she’d probably had a mailing advertising one of our products. ‘No I haven’t.’ So I took a few details from her and then I checked again. ‘Have you had a letter or have you hadContinue reading “No Letter”

I Understand Completely!

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 holderContinue reading “I Understand Completely!”

Third Parties

I’ve mentioned before about third party callers and the fact that we can’t discuss policy details with them. Not without the express permission of the policy holder or a copy of the Power of Attorney. Most people understand this. It’s only the few that complain relentlessly trying to get us to back down. There areContinue reading “Third Parties”

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 underContinue reading “Policy Or Not? That Is The Question”

My Boiler?

One of my colleagues recounted a call she had from a gentleman wishing to insure his boiler. She began by asking for the details of his boiler: make, model, age, fuel. The customer then became totally confused by this and wanted to know if my colleague was discussing his boiler. As he rang us withContinue reading “My Boiler?”