Not Exactly Driving Home His Point
Me: “Thank you for calling [Insurance Company]. May I have your name, please?”
Customer: “My bill is too high. I don’t understand why I owe you so much money. I took a bunch of stuff off my policy to lower my bill.”
Me: “Well, I’m sorry to hear you are having a hard time. Give me just one moment to review your policy.”
(I place him on hold for a minute and see that the 19-year-old kid has received two speeding tickets in less than three months.)
Me: “I see that the reason for the increase is that you received two speeding tickets the second half of last year, which is impacting your premium.”
Customer: “Fine! Then I request cancellation!”
Me: “Okay. I’ll need to get you in touch with your local agent so that they can assist you with replacing the policy. Let me give you the number in case I lose you in the transfer.”
Customer: “Well, give me a minute. You are going to have to talk slowly. I’m driving down the road and need to write this down.”
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Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
