I have a friend who whispers on the phone. She even whispers when there is no one else in the house. I find it infuriating if I’m on the other end of the phone. We get a few customers who like to whisper too. We have to turn the volume up on the phone toContinue reading “Chinese Whispers”
Tag Archives: policy
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”
Read or Listen
I’ve mentioned this subject a few times about people who go on the net and then ring us for the information that is right in front of them, or ring us asking about a product and then not listening to what we are saying. It’s a very common occurrence and very annoying. I had aContinue reading “Read or Listen”
Full Moon Is Almost Here
It’s almost a full moon and the loonies are out in force. Loonies/looney from lunar meaning moon. Just in case you didn’t know. People in centuries past believed that the moon had an effect on the way people behaved or thought. Science of course sees this as an old wives tale. Working at the callContinue reading “Full Moon Is Almost Here”
Marvellous Mistakes
Speaking to some of the customers who phone us, I often wonder how they manage to get by from day to day. I know we all make mistakes it’s what us humans are known for. But some mistakes made by us mortals are worthy of being mentioned. Take a lady who phoned in a fewContinue reading “Marvellous Mistakes”
Rocket Science
Well here we go again. Christmas barely over and the new year not yet started, but it’s already a matter of rocket science to call us. A very nice man rang to set up a new policy. Told me he’d already spoken to a colleague and he’d had details of the cover to read throughContinue reading “Rocket Science”
Renewals
One of the most routine things we do in the call centre is renew a policy. We do many renewals each day. Customers even ring in if their policy is on automatic renewal, even though we send out documents a few weeks before renewal telling them it will be automatically renewed. Here’s a few ofContinue reading “Renewals”
Are You Listening?
When customers phone us they often have an idea of what we are going to say, or more often an idea of what they want us say. Sometimes it can take several minutes before we can get through to the customer with the actual facts. Here are a few examples: ME: Your policy was renewedContinue reading “Are You Listening?”
Stupidity
I had a very nice gentleman phone me today. A professional person from a respected profession. He was ringing about a particular policy we offer. I’ve been very careful not to mention the company I work for during my blogs, or say anything that could relate to the company. People who work there obviously spotContinue reading “Stupidity”
Just Short Of Losing My Temper
Bit of a crazy day today. I almost lost of my temper with a customer. Well, actually I did lose my temper but my professionalism kept me calm under stressful circumstances. It was a busy day starting with a nice gentleman calling to set up a policy. I set it up and informed him IContinue reading “Just Short Of Losing My Temper”
Natural Matrix Therapy 