Location Is Clearly Not Your Vocation
Me: “Policyholder service. How may I help you?”
Customer: “I’d like to change the beneficiary on my policy.”
Me: “I can help you with that. Do you have your policy number?”
Customer: “No.”
Me: “That’s fine. “What is your name?”
(The customer gives me her name, but it’s common and we have several dozen policyholders with the same name. I need more information to find her policy.)
Me: “Okay. What state do you live in?”
Customer: “Springfield.”
(Unfortunately, we cannot sort or search by city names, only by states. I do a quick look and see more than one Springfield in different states.)
Me: “What state is that in?”
Customer: “Springfield.”
Me: “Springfield is the city that you’re in. What is the name of the state that you’re in?”
Customer: *slowly* “Spring. Field.”
Me: “That’s the city you’re in… What is the state?”
Customer: *annoyed* “The UNITED States!”
This story is part of our Geography roundup.
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
