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It’s Not Our Policy To Accept Screamed Policies

, , , , | Right | January 11, 2022

We are an inbound-only call centre and I work in the sales department. This is exclusively for people looking to take out new policies, but we frequently get calls for other departments because people either don’t know what department they need or don’t want to listen through the options. This leads to our queue being quite long most days.

Customer: “Finally! Why does it always take so long for you guys to answer the phone? I’ve been waiting for like an hour!”

The call timer shows he entered our department’s queue only ten minutes ago, but I don’t mention this.

Me: “I’m sorry about the wait, sir. How can I help you?”

Customer: “I have a policy with you.”

I wait, expecting more information, but I realise none is coming.

Me: “And how can I help you with that?”

Customer: “Well, I need to make a claim, obviously!”

Me: “In that case, sir, I’ll need to transfer you to our claims team. There will be a short hold.”

Customer: “No! Don’t you dare put me on hold! I’m not waiting any longer. I’ll give you the details so you can log it for me.”

Me: “I’m afraid I can’t do that, sir. The claims department uses a completely separate system from us and I’ve not been trained for it.”

Customer: “Then you can just take the details now and pass on the details to them. I don’t have time for this.”

Me: “I’m sorry, sir, but as you pointed out at the beginning of the call, we have a bit of a wait for this line. I can’t take myself away from customers that actually need something from this line, but the claims team isn’t a busy as us today, so you should get through fairly quickly.”

Customer: “I told you I’m not waiting!”

He then began to tell me the claim details, screamed at me to pass it on, and hung up. I hadn’t even brought up a policy for him or gone through security, so even if I was trained for that line, I wouldn’t have been able to log it.

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