Ensuring A Lack Of Insuring
Me: “Hi, how can I help you?”
Customer: “I would like to pick up my prescription.”
Me: “Okay, what is your last name?”
Customer: “[Name].”
Me: “I notice that we have not run insurance on this. Let me look into that.”
(I pull her up on the computer and notice we do not have any insurance information on file.)
Me: “We do not have insurance on file for you. Do you have insurance you would like us to bill?”
Customer: “Yes.”
(Usually the customer gets a card out so I give her some time, but she just stares at me waiting, so I ask:)
Me: “Do you have the card with you?”
Customer: “No.”
Me: “Right now this costs $89.75, but your insurance should bring that down. We will need the insurance information located on your card to bill them. Would you like some time to go get it?”
Customer: “It has never cost more than $5 before.”
Me: “Okay, hold on.”
(I look to see if we have another file for her that may have her insurance listed but none come up.)
Me: “I’m sorry we don’t have your insurance information. Have you filled with us or at another location? Or could it be under a different last name?”
Customer: “No.”
Me: *frustrated at this point* “Okay, then, there are a few options. You can find your insurance card and we can run it through, or you can pay the $89.75 and come back later with the insurance card for a refund. We have seven days to do a refund in store. After that we would have to send it to corporate and it could take several weeks.”
Customer: “”But it has never cost more than $5.”
Me: “I understand. I am sure the price will go down as soon as we get your insurance information. Would you like to go get your card?”
Customer: “I don’t have a card. I’ve never had a problem before.”
Me: “Where did you get your prescription last?”
Customer: “[Different pharmacy].”
Me: “We are not connected with them and cannot access their files.” *I give her the two options again*
Customer: “This is ridiculous; it should only be $5! You should have my insurance!”
Me: “Actually it is your responsibility to carry your insurance card. Most people carry them in their wallet.”
Customer: *walks away*
Coworker: “She must think your name tag says magician not technician.”
Question of the Week
Have you ever served a bad customer who got what they deserved?
