Failed At The Name Game

| Right | January 14, 2015

(I work at an insurance agency in Colorado. There are only a few other people in my office, none of which are named Steve.)

Me: “Good afternoon, [Insurance Company]. This is [My Name]. How may I help you?”

Customer: “STEVE?!”

Me: “No, this is [My Name]. Can I help you with something?”

Customer: “Where is Steve?”

Me: “I don’t believe a Steve works here. Can I help you?”

Customer: “I just talked to Steve. I know there is a Steve there.”

(At this point I realize that it was the customer I just got off the phone with two minutes ago.)

Me: “Oh, yes! Let me go get Steve for you…” *I deepen my voice a little* “Hello, this is Steve.”

Customer: “Oh, hi, Steve! Can you tell [My Name] to just transfer my calls to you from now on? I don’t want to talk to him. He doesn’t sound like he knows what he is doing.”

1 Thumbs
1,362

Signs You Should Probably Stop Driving

, | Right | November 21, 2014

(An elderly customer calls about her policy, which has increased at the most recent renewal due to an accident she’s had pulling out of the drive from her retirement community.)

Customer: “You know, I’m really a good driver. I just didn’t see the other car. It came from nowhere.”

Me: I’m sure you wouldn’t have attempted to pull out if you’d seen it.”

Customer: “Many of my neighbors sold their cars and ride the bus; several routes go right by our complex. I can’t do that, though, because I don’t see so well anymore. I can’t read those signs they have on the buses that say where they are going.”

Me: “…”

1 Thumbs
1,559

Driving Her Own Price Up

, | Right | November 21, 2014

(A policy holder calls to complain about the very high premium she is paying for her auto insurance. I review the policy with her and determine that she’s had many accidents and violations. Easily the worst driving record I’ve seen, and I’ve been doing this job for years.)

Customer: “So, what can be done so that I don’t pay so much?”

Me: “As your driving history is the reason for the high premium, there are no opportunities to reduce the cost until your record improves.”

Customer: “There has to be something you can do?”

Me: “I’ve verified that the price is accurate. There is nothing more I can do.”

Customer: “Is there something I can do?”

Me: “Have you had a recent check up with a doctor to see if there is a physical reason you are having difficulty while driving? You may want to consider using public transportation, at least until you’ve been medically cleared.”

Customer: “There’s nothing wrong with my health, and I’m not going to stop driving!”

Me: “If you must continue to drive, I’d suggest taking a driver education or improvement course.”

Customer: “You’re joking, right? I’m a good driver! Everyone gets into a bit of trouble now and again!”

(This call was chosen by my supervisor for monthly call review and coaching, which was less than a week later. There were already two more accident claims filed!)

1 Thumbs
1,644

Death Of A Sales Pitch, Part 4

, | Working | November 6, 2014

(It is the fall of 2006 and I receive a telemarketing call.)

Agent: “I’m calling to inform you that you qualify for a $15,000.00 life insurance policy with…”

Me: “I’m a full time student being supported by my parents. Life insurance is worthless to me. I’m already worth more dead than I am alive.”

Agent: “But, sir! It’s free until June of 2007!”

Me: “Well, I plan to be alive in June of 2007, Mr. Optimist!”

Agent: “I know we all want to hope for the best, but…”

Me: *hangs up*

 

1 Thumbs
681

This Scam Has Been Going Around

| Working | October 22, 2014

(I work at an insurance agency for the summer doing random tasks around the office. The office is in a converted house, with a few desks in each room and large open doorways in between to talk to each other. There is also an upstairs that is technically another business but employs the same people. I start answering phones because everyone else is busy.)

Me: “[Insurance Agency], how may I help you?”

Caller: “Hi! I’m calling from your copier supply company. We just need to update our records. Can I please have the model number of your copier?”

Me: “Um, sure. Hang on a second.”

(I place the call on hold and tell one of the ladies next to me what’s going on. She laughs and tells me it’s a scam and I should just hang up, which I do. A few days later…)

Me: “[Insurance Agency], how may I help you?”

Caller: “Hi! I’m calling from your copier supply company. We just need to update our records. Could you tell me the model number of your copier?”

Me: “I’m sorry; I’m not the person you want to speak with. Please hold, I’ll transfer you.”

(I transferred the call to the desk next to me. After speaking to the caller, my coworker put the caller on hold and transferred him. We managed to transfer him to six different people, including people upstairs, before he hung up. It became our favorite game. Our record was 10 transfers, including back to the original person who had answered.)

1 Thumbs
1,637