Location Is Clearly Not Your Vocation

| Phoenix, AZ, USA | Uncategorized

Me: “Policyholder service, how may I help you?”

Customer: “I’d like to change the beneficiary on my policy.”

Me: “I can help you with that. Do you have your policy number?”

Customer: “No.”

Me: “That’s fine. “What is your name?”

(The customer gives me her name, but it’s common and we have several dozen policyholders with the same name. I need more information to find her policy.)

Me: “Okay. What state do you live in?”

Customer: “Springfield.”

(Unfortunately, we cannot sort or search by city names, only by states. I do a quick look and see more than one Springfield in different states.)

Me: “What state is that in?”

Customer: “Springfield.”

Me: “Springfield is the city that you’re in. What is the name of the state that you’re in?”

Customer: *slowly* “Spring. Field.”

Me: “That’s the city you’re in…what is the state?”

Customer: *annoyed* “The UNITED States!”