Maybe you’re the problem

I work in car insurance. Between 17:00 and 18:00 with have three people working. Then from 18:00 to 20:00 we have two. Our work hours change weekly, so if you were call two days in a row during this time you’re likely to get the same person.

Anyway this guy calls in. I recognised his voice but couldn’t place him.

He said he wants a quote to change his vehicle over. No problem. They’re easy to do.

Then he starts complaining that when he called in yesterday it took him half and hour to do a quote and was then told we couldn’t quote the vehicle. He was annoyed that it took so long and said it shouldn’t take that long and our system needs improving.

I remembered the call. He knew NOTHING about the car. He didn’t know how many seats it had. He didn’t know if it was a right hand drive (I’m UK based). If alarm or not. You name it, he didn’t know it.

I just put on my customer service voice and say that it should take between 5 to 10 minutes as long as you have all the information needed.

I asked him for his policy number.

He doesn’t have it.

I find his policy another way.

I asked what date he wants to run the quote for.

He doesn’t know.

After some umming and errring we pick a date.

I asked for the vehicle registration.

He doesn’t have it.

After 5 minutes of looking for it he decided to call back later. I’ll let you know if he does.

I always struggle not to laugh when the people who complain about wait/call times have nothing to hand. Like, you guys are the problem 🤣🤣

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That time someone threatened to call the CIA over $3.00

Tell me your stories of hanging up on a customer at the other end of the line