Refuses To Adjust Their Understanding

, , | Right | April 8, 2021

I work customer service support for an insurance company. When adjusters aren’t available, we do our best, within our authority, to help our insured. An older lady calls about her home claim for water damage, and the adjuster is already on a call. I ask how I can help.

Caller: “I’m just confused, because the adjuster told me the cleaners would come tomorrow morning, but they showed up today!”

Me: “Oh, I see that the person in charge at the cleaners’ changed, so that might have changed the schedule. They didn’t call beforehand?”

Caller: *Already starting not to listen* “But the adjuster said they would come tomorrow! Are they coming today instead? Or are they coming tomorrow?”

Me: “Well, if they did the work today, they won’t come back tomorrow. Could they clean when they were there earlier? Or were you not available?”

Caller: “What? I don’t understand what you’re saying!”

Me: *A bit louder* “Were they able to clean when they came today?”

Caller: “I can’t understand you!”

Me: *Louder still* “I’m sorry, ma’am. Do you not hear me well or don’t you understand what I’m asking?”

Caller: “Oh, now I understand you.” 

She doesn’t answer my question.

Caller: “So are they coming today, period?

Me: “I don’t know, ma’am. Did they do the work?”

Caller: “The adjuster said they would come tomorrow morning!”

I’m giving up. All my coworkers around me are holding back laughter.

Me: “Yes, ma’am.”

Caller: “Because they said they would come back tomorrow morning. I wasn’t ready. But I was confused!”

Me: *Mentally banging my head on the desk* “If they said they’re going to come back tomorrow, they will be back tomorrow.”

Caller: “Really?”

Me: “Really.”

Caller: “Okay. Goodbye.”

And she hung up! It was only nine am. Thankfully, those calls are rare.

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