Your Nameless Days Are Numbered

| IL, USA | Right | October 13, 2014

(We always ask for the name first for several reasons. We need to give the system time to populate their information and we need to make sure that we’re allowed to speak to the caller before we get in too deep.)

Me: “Thank you for calling [Company]. My name is [My Name]. May I have your name, please?”

Customer: “Yeah, I’m calling about my claim for date of service [date] with [Doctor] and you guys say I owe [amount].”

(I head-desk, and pause longer than company standard, as I furiously try to note the information I was given because we get dinged for making callers repeat information.)

Me: “Okay, I can look at that claim for you. May I have your name, please?”

Customer: *gives first, middle, and last name, spelling all three*

Me: “Thank you. And may I have your phone number so I can document that we spoke today?”

Customer: “What number?”

Me: *reaches for more headache meds and coffee*

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