It’s Policy To Ask Five Times

| UK | Right | November 11, 2016

(This is far from an unusual occurrence but it does strike me every time. We have an IVR – the speech at the beginning of a call that lets you know what you will need, etc. The first thing it mentions is the policy number. Since we deal with many policies issued by many companies, we’re almost bound to have more than one person with the same name.)

Me: “Hi, you’re through to travel claims. My name is [My Name]; how can I help?”

Customer: “Yes, hello, I started a claim with you well over a month ago and I haven’t heard anything from you.”

Me: “Okay, let me look you up so I can check on that. Do you have a claim number?”

Customer: “No but you took ALL of my details. I’m calling because I started a claim over a month ago and I haven’t heard anything.”

Me: “I can look you up with a policy number. That should be no problem.”

Customer: “I don’t have that but you have all my details. I contacted you over one month ago. I haven’t heard anything. Can you help me?”

Me: “Well, sir, I can try with your postcode?”

Customer: *gives postcode but nothing comes up* “But you should have all my details!”

(At this point I am fed up with hearing about how he hasn’t heard from us for the fourth time. I’ve also tried his name, so I interject.)

Me: “I’m sorry, but if there’s nothing under your postcode or your name, I would need your policy number. Can you think who you bought the policy through?”

Customer: “YOUR company. YOU should have my details.

(I politely end the call asking him to find his policy number.)

Colleague: *who has overheard* “Yes, sir, you are the ONLY person we are dealing with we have been waiting for your call. Your details are on my screen right now.”

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