We are presented with a lot of crazy questions working on the phones. But probably the best one is people questioning refunds. I could understand it if they weren’t happy about the amount and wanted more, but to question why they’ve had it and is it right, takes the biscuit. We had problems with theContinue reading “Looking a Gift Horse in the Mouth”
Tag Archives: policy
What’s The Price?
Today was another day of ‘here-we-go-again’. ‘I’m looking at your…cover on the website. The one that’s £19 a month. Could you tell me what it covers and what the price is?’ ‘As you just told me the price is £19 a month. As you can see it covers…’ Was my reply. What is it withContinue reading “What’s The Price?”
Lies And False Accusations
It’s not a pleasant experience to be accused of something you haven’t done. It’s happened to me in the past. You get the odd idiot hoping to cause trouble because you have something they don’t have or you have achieved something they haven’t. They didn’t succeed. It’s often quite easy to turn the tables againstContinue reading “Lies And False Accusations”
Please Know What You’re Ringing For Before Calling
A potential customer was asking me about the ‘gap’ in the supply pipe today. She explained that there was a gap in the pipe under one section of property. How the hell water was getting into her home with a gap in the pipe I really can’t explain. She asked if we would cover thisContinue reading “Please Know What You’re Ringing For Before Calling”
Stupid Questions Deserve A Stupid Answer
I changed some details on a policy today and offered to reprint the documents for the customer, so that she had confirmation that I had made the change as requested. This question is usually met with either a ‘yes, I’d like confirmation’, or ‘no, my old documents are ok’. Today I was met with aContinue reading “Stupid Questions Deserve A Stupid Answer”
Script Changes
As we are regulated by the FCA we have a script to follow when setting up a sale. In fact, there’s a bloody script for everything, but the main one is for a new policy. Anyway, this script is 12 pages long. Luckily we don’t have to read every word. A lot of it isContinue reading “Script Changes”
Standing Ovation
That’s right. I had a standing ovation at work today. It began with an elderly client calling to renew an insurance policy. An elderly client who was very deaf. It took 20 minutes to do something that normally takes 2 minutes. DPA had to be requested several times before the customer understood. And as forContinue reading “Standing Ovation”
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