A friend of mine, a Team Leader (12 staff answering to him) at an insurer told me the story of a customer complaint he was dealing with. A brand new staffer in his team took on a rude customer like we all wish we could.
For context, he works for a large insurer with multiple different brands for policies.
Rude Customer: “I don’t know if I have a policy with you or not.” (Yeah, he started as abruptly as that)
New Staffer: “That’s alright, we’ll see if we can find one for you. Can I please get your name?”
RC: “It’s ………. Smith”
NS: “Thank you Mr Smith. Can I please get your address and date of birth?”
RC: “Why do you need that? Surely in this day and age you should be able to find me with just my name.”
NS: “Sometimes we’re able to, but ……… Smith is quite a common name.”
RC: “Apparently as common as incompetent people. How do people like you even keep your jobs? I leave my house unlocked to go to the neighbours to borrow their lawnmower and come home to find I’ve been burgled, and now you’re telling me you can’t help me?”
NS: “I’m doing my best to help you, but first I need to find if you have a policy with us. Hopefully you do, because we insure stupidity….”
And thus was a new customer complaint born into the world.
Some may say this is fake, but I swear to the God of fools, doormats and call centre workers it’s true.