Can’t Help Those Who Cannot Help Themselves

, , , , , | Legal Right | January 30, 2019

(My department deals with taking the details of potential new clients, which we then take to a partner of the firm to decide if we’d like to take their claim on or not. We work mostly on the phone.)

Me: “Hello, [Solicitors], [My Name] speaking. How can I help you?”

Caller: “Can I make a claim?”

Me: “That’s certainly possible. Can I take some details from you?”

Caller: “Why would I do that? Just tell me if I can make a claim!”

Me: “I will need to take a few details about what has happened, and some contact details from you; then, I can speak with a partner of the firm to see if we can assist you with a claim.”

Caller: “I’ve had an accident; I just want to know if I can get compensation!”

Me: “What kind of accident have you had?”

Caller: “One that wasn’t my fault.”

Me: “Okay, was it a car accident, or a trip on paving, or an accident at work?”

Caller: “I told you, it was an accident that wasn’t my fault. Why are you wasting my time? Just speak to your boss and see if I can make a claim!”

Me: “I need a bit more information before we know if we can help you. I can speak to a partner, but they will ask me to get more information before we can make a decision.”

Caller: “Fine, it was a car accident.”

Me: “Thank you. Were you driving, or were you a passenger?”

Caller: “Why does that matter? I already told you it was a car accident and it wasn’t my fault.”

Me: “Can you talk me through what happened?”

Caller: “No. I don’t have time to give you the full information. Just talk to your boss and tell me if I can claim. I don’t know why you need so much information from me. I already told you I had an accident and that it wasn’t my fault. How hard is it to see if I have a claim?”

Me: “When did the accident happen?”

Caller: “A couple of years ago, I think.”

Me: “Okay, can you narrow it down a bit, to a month or a season?”

Caller: “No! I told you, it was a couple of years ago.”

Me: *seeing I’m not going to get much more information* “Can I take a few personal details? Can I take your full name and address?”

Caller: “You can have my first name, but no address.” *gives name*

Me: *sees they’re calling in on a withheld number* “Can I also take a contact number to call you on?”

Caller: “No. I don’t want cold calls.”

Me: “All the information we take from you is confidential, and we don’t pass people’s details on to anyone else. I also need the number to call you back once I’ve spoken to the partner.”

Caller: “You mean you can’t just put me on hold and ask the partner now? This is ridiculous; you’re wasting my time! I just wanted to know if I have a claim, and you’re making me give you all this information I don’t want to!”

Me: “I’m sorry to you feel that way, but yes, I would need to call you back later in the day, as we have set times to have meetings with the partners.”

Caller: “I don’t care; I want to know now if I can make a claim! Either ask them now, or I’ll take my business elsewhere!”

Me: “I’ll just pop you on hold and see if I can get in touch with a partner now.”

(I place the call on hold, and try to get in touch with a partner, but they’re all busy or out of the office, so I go back to the caller.)

Me: “I’m sorry, but all of the partners are busy at the moment, I—“

Caller: “This is f****** stupid. F*** you for not helping me.” *hangs up*

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