Not Much Assurance About The Insurance, Part 10
(A colleague buys a new car, notifies his insurance company, and asks for a cover letter ASAP. Time goes by, no cover letter, so he phones them.)
Representative: “So sorry, sir. We’ll send it out straight away.”
(As you can probably guess, no letter. This happens three more times. On the fourth call, the representative decides to try a new approach.)
Representative: “I’m sorry, sir. The letter was about to be sent, but we had a computer error.”
Colleague: “What sort of error?”
Representative: “Well, sir, it’s very technical. I doubt you’d understand.”
Colleague: “Can you see my details on your screen?”
Representative: “Yes, sir.”
Colleague: “Does it say my employer?”
Representative: “Yes, sir. IBM UK, Ltd.”
Colleague: “Does it give my job title?”
Representative: “Yes, sir. Uh… senior systems programmer.”
Colleague: “So, tell me about this computer error.”
Representative: “Sir, being completely frank now, we screwed up. I’ll make sure it goes out today.”
(Two days later, he finally got the insurance cover note.)
Related:
Not Much Assurance About The Insurance, Part 9
Not Much Assurance About The Insurance, Part 8
Not Much Assurance About The Insurance, Part 7
Question of the Week
Have you ever served a bad customer who got what they deserved?