Reading another thread just earlier about how a customer effectively shot himself in the foot and talked his way right OUT of receiving a credit...I was reminded of one of my last calls I had prior to going on leave at work
For those of you playing at home who may be unaware - health insurance industry. Call centre jockey
Me - *opening spiel, welcome to us...*
SC, yelling - 'Im at the dentist and my card wont go through! I KNOW that I should be getting at least $250 of this visit covered by my insurance but THE CARD Wont WORK! You WILL fix this RIGHT NOW for me, I am SO sick of your company stuffing everything up!'
*During her tirade, I've scanned her policy at a million miles an hour. I have confirmed on my end that she is indeed entitled to a rebate, approx $260-worth, and the reason her card isnt going through is because she hasnt paid her latest mths installment.
HOWEVER
I can also see notes where she spoke with one of our brand-spankin'-new trainees a few days prior, and they have even noted that they told her that if she paid her account 'just a few days late' then it 'should still be fine' and she 'wont have any trouble at the dentist'
So. It is correct that her card shouldnt be working as her account is overdue.
BUT.
In cases like this where the customer has been given blatant misinformation, and the amount is not too high, we will 'make an adjustment' on the policy on our end to still allow the card to go through, then advise them they have a payment extension etc.
So. I go back to the woman to tell her this*
Me - 'Ok ma'am, I've just had a look through your policy, and I can see...'
*cuts me off*
SC - 'I'll tell you what you can see! You can see that you people have f*cked up my account is what you can see! You've broken my card!'
Me - 'Sorry, no, what I was trying to say was...'
*interrupts me again*
SC - 'NO, NO you listen to ME! I dont want to HEAR any of your bullshit! This happens all the goddamn time with you people!'
*NOTE- there are no previous calls or complaints on her policy at all *
Me - 'Ma'am what I'm trying to say is I can help...'
*once again...interrupts*
SC - 'You wanna help me? Huh? You wanna HELP me?! All you people wanna do is take my money every month and then when it comes time for me to claim, you can't be stuffed! You're crooks!'
Me - 'I can SEE the problem and can fix it for...'
*cuts me off yet again*
SC - 'I KNOW you can bloody well see the problem, you CREATED the problem! I DEMAND you fix my card RIGHT NOW otherwise Ill cancel my policy with you people!'
Me - 'Ma'am I am trying to help...'
SC - 'No you know what, I've had enough of you wasting my time you BITCH, f*ck this!'
*CLICK*....and she hangs up.
Now. Depending on whether or not its a peak [busy] period for us...we may or may not be allowed to take ourselves off the phones to follow up on a policy. This was during one of those times that we were not allowed to do so.
Any and all matters were to be handled during the course of the call. We could place people on hold, but once the call was terminated, the system was setup in a way that the policy closed [and did not save] and the automatic dialler threw in the next call right away, and that next account was automatically brought up on our screen.
So. When Miss Interrupter hung up on me, she hung up on her chance to have her card fixed within a few short minutes. I simply needed 30 seconds to advise her that I could see the problem, would place her on a brief hold, and get a manager to run over and auth an override so that her card would work
Dont get me wrong. I completely understand that she was frustrated, absolutely.
However nothing can be achieved by her swearing and ranting, and most importantly, NOT LETTING ME SPEAK.
I mean, WHY CALL if you arent going to let me get a GODDAMN WORD in?
Sheesh.
For those of you playing at home who may be unaware - health insurance industry. Call centre jockey
Me - *opening spiel, welcome to us...*
SC, yelling - 'Im at the dentist and my card wont go through! I KNOW that I should be getting at least $250 of this visit covered by my insurance but THE CARD Wont WORK! You WILL fix this RIGHT NOW for me, I am SO sick of your company stuffing everything up!'
*During her tirade, I've scanned her policy at a million miles an hour. I have confirmed on my end that she is indeed entitled to a rebate, approx $260-worth, and the reason her card isnt going through is because she hasnt paid her latest mths installment.
HOWEVER
I can also see notes where she spoke with one of our brand-spankin'-new trainees a few days prior, and they have even noted that they told her that if she paid her account 'just a few days late' then it 'should still be fine' and she 'wont have any trouble at the dentist'
So. It is correct that her card shouldnt be working as her account is overdue.
BUT.
In cases like this where the customer has been given blatant misinformation, and the amount is not too high, we will 'make an adjustment' on the policy on our end to still allow the card to go through, then advise them they have a payment extension etc.
So. I go back to the woman to tell her this*
Me - 'Ok ma'am, I've just had a look through your policy, and I can see...'
*cuts me off*
SC - 'I'll tell you what you can see! You can see that you people have f*cked up my account is what you can see! You've broken my card!'
Me - 'Sorry, no, what I was trying to say was...'
*interrupts me again*
SC - 'NO, NO you listen to ME! I dont want to HEAR any of your bullshit! This happens all the goddamn time with you people!'
*NOTE- there are no previous calls or complaints on her policy at all *
Me - 'Ma'am what I'm trying to say is I can help...'
*once again...interrupts*
SC - 'You wanna help me? Huh? You wanna HELP me?! All you people wanna do is take my money every month and then when it comes time for me to claim, you can't be stuffed! You're crooks!'
Me - 'I can SEE the problem and can fix it for...'
*cuts me off yet again*
SC - 'I KNOW you can bloody well see the problem, you CREATED the problem! I DEMAND you fix my card RIGHT NOW otherwise Ill cancel my policy with you people!'
Me - 'Ma'am I am trying to help...'
SC - 'No you know what, I've had enough of you wasting my time you BITCH, f*ck this!'
*CLICK*....and she hangs up.
Now. Depending on whether or not its a peak [busy] period for us...we may or may not be allowed to take ourselves off the phones to follow up on a policy. This was during one of those times that we were not allowed to do so.
Any and all matters were to be handled during the course of the call. We could place people on hold, but once the call was terminated, the system was setup in a way that the policy closed [and did not save] and the automatic dialler threw in the next call right away, and that next account was automatically brought up on our screen.
So. When Miss Interrupter hung up on me, she hung up on her chance to have her card fixed within a few short minutes. I simply needed 30 seconds to advise her that I could see the problem, would place her on a brief hold, and get a manager to run over and auth an override so that her card would work
Dont get me wrong. I completely understand that she was frustrated, absolutely.
However nothing can be achieved by her swearing and ranting, and most importantly, NOT LETTING ME SPEAK.
I mean, WHY CALL if you arent going to let me get a GODDAMN WORD in?
Sheesh.
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