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Listening Is Not Their Calling

, , , , , | Right | November 8, 2021

Me: “Thank you for calling [Company]. How may I direct your call?”

Silence.

Me: “Hello? This is [My Company].”

Caller: “Hello? Who is this? Is this [Medical Billing Company]?”

Me: “No, sir. This is [My Company]. We are one number off from [Medical Billing Company]. Do you need their number?”

Nine times out of ten, the next response is, “Oh, yes, please.” Not this time.

Caller: “I received this bill. It says, ‘[Medical Billing Company] Billing Statement.’ I’ve paid it off, but you guys keep sending it to me. What’s going on?”

Me: “We are not affiliated with [Medical Billing Company]. [My Company] does not send out bills. You will need to call [Medical Billing Company]. Do you need their number?”

Caller: *Aggressively* “Well, it should be on the letter here, don’t you think? I’ve got it. That’s what I called.”

Me: “You have reached [My Company]. You want [Medical Billing Company]. Their number is [number]. We cannot help you with your bill; we are not affiliated with them.”

Caller: “That’s the same number I’ve got! I’m in the right place! Why are you guys still billing me?”

Me: “Sir, you have reached [My Company’s number, emphasis on incorrect digit]. You want [correct number, emphasis on correct digit]. That is [Medical Billing Company]. You will need to call [correct number]. I cannot help you.”

Click.

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Tell us about a customer that lied or scammed to get what they wanted.

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