I’ve worked in various insurance call centers off and on for the last ten years. My current job is actually in handling technical support and handling escalated calls/contract enforcement calls. These include calls that are escalated because the caller is verbally abusive. I have a reputation for being really patient with customers, no matter how crazy. I also have a reputation for being very direct with people.
Me: Technical Support, this is Mentalgopher. What can I do for you?
CSR: My customer is demanding a refund for his time on the phone. He thinks he should be compensated for being forced to listen to our hold muzak.
Me: (Reviews the extensive notes on the customer’s policy and notices multiple references to him accessing his policy online.) Is he aware that there’s a chat option for contacting us rather than calling into us directly?
CSR: He wants to speak with a supervisor about this, by the way.
Me: So he’s requesting to hear my lovely voice? I mean, I’m happy to talk to him, I guess.
CSR then patches customer through.
Customer: Are you a manager?
Me: My name is Mentalgopher and I’m a supervisor. I understand you’re requesting a refund?
Customer: I need to be compensated for my time on the phone. Your hold muzak is offensive to good taste.
Me: Sir, we’re an insurance company. We’re not going to be refunding you because you’re choosing to call us on the phone in spite of our hold muzak. Is there something that I can do to help you on your policy?
Customer: Well, that’s racist of you. You’re refusing to do it because I’m a minority.
Me: Sir, we’re legally prohibited from giving you money without a justifiable reason for doing so. The Department of Insurance does not view a dislike of our hold muzak as justifiable. Was there something I could do to help you on your policy?
Customer proceeds to give me very detailed instructions on how I can go f**k myself.
Me: Duly noted. Was there anything else I could do to help you with your policy?
Customer hangs up.
I checked on this guy’s policy a week later. He cancelled his policy after another 54 calls in 3 days to us. We can say for certain that no one was sad to see him go.
submitted by /u/mentalgopher
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