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Since my last post did pretty well and you guys seemed to enjoy it, I thought I might share another story from this weekend!
So I work in an Irish call centre that coordinates between insurance companies and providers to organise breakdown assistances and home emergencies for customers.
This happened on Sunday morning (no supervisor in and there was only two people (myself and a coworker) in at the time). Now before I go any further there are two different services for home emergencies.
1. Home helpline (h/h) which provides trusted phone numbers for providers in the area at the cost of the customer.
2. Home emergency assistance (hea) which covers a certain amount of the cost for a temporary emergency repair. This cost differs across companies and there are only certain things that count as an emergency.
Some companies provide both and some only provide one of these.
Hope that all makes sense!
Cast: Me, Annoying Customer (AC)
Me: good morning, (company 1) h/h. Me speaking. How can I help you?
AC: i need a plumber to come and fix a broken part of the water tank in my attic.
Me: Okay can i get your policy number please?
AC: (struggles to find it)
Me: which company did you get it with? (Some companies underwrite policies for other companies)
AC: (manges to find the policy) company 1 but i got it from company 2. Policy number is: XXX.
Me: (company 1 only has h/h while company 2 has both) hm so the policy isn’t on our system. Now we are a third party company so sometimes it takes a while to be uploaded. The main office is closed today so i can assist you without checking cover and it may take a bit longer than normal as I’ll have to out in the information manually.
AC: why don’t you have it? It should be there! Are you fucking calling me a liar??
Me: Sir, as I’ve explained. We are a third party company so we have a different system and some policies take a while to be uploaded but as i said i can help you. Now, what company’s name is on the policy document?
AC: i got it from company 1
Me: So with this company, the policy is a H/H referall scheme. I can provide you with numbers to contractors in the area but it would be at your own cost. I recommend keeping reciepts as the main office may consider reimbursing you to some degree
AC: why the fuck would i need that? I need someone send out to me and you to pay for it.
Me: unfortunely company 1 only does h/h and that is what the service entails off.
AC: *hangs up*
—2 minutes later—–
Me: good morning, (company 2) hea. Me speaking. How can I help you? (Shocker it is the same person)
AC: i need assistance and you to send out someone to fix a broken piece on the water tank.
Me: (decides to play along and string him along cause he was rude to me). Okay, may i have your policy please?
AC: it’s xxx.
Me: it’s not coming up on our system. Now we are a third company, so certain policies take a while to be uploaded. I can assist you for today without checking cover with the main office as it’s closed today.
AC: (realises it’s me again). Was i fucking speaking to you earlier. Do all the fucking lines go to your useless ass?
Me: i think so
AC: *hangs up*
We wouldn’t have gotten help anyway as the broken piece doesn’t count as an HEA and wouldn’t even be covered soooo he lost either way. I had to leave for a second cause i was laughing too hard at the whole interaction.
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