You Can’t Afford It, Buddy
I’m a woman working in a call centre handling insurance claims. A customer comes through who is around thirty years older. I quickly realise he needs to be speaking to another department, so I call that department, check it’s the right one, and go back to the customer.
Me: “Thank you for holding, sir. I’m going to get you through to [Employee] in the correct department. Is there anything else you need from me before I do so?”
We are required to ask this.
Customer: “Your body?”
Me: “That… would be very inappropriate, sir. Transferring you now.”
I advise trainees to remember that no matter how nasty a customer is, they’re just a voice on the phone. But that one left me very uncomfortable. Yes, it has been flagged with my manager.
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.