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Been a while since i posted...I've just started a new job, moved outta the banking contact center and into a health and life insurance customer center. Better pay, better hours, better conditions...I now come home smiling...its weird and a little scary 
Anyway I was listening in to one of our senior agents...
BACKGROUND: On some of our policies we issue 'wellness vouchers' after every 2/3 continuous years of coverage. These allow people to go and get a check up from their G.P, Dentist, Optomotrist, Dermatologist or any other medical professional. Normally these kinds of visits - a 'lets see how everything is' - are not covered as they are 'survelliance' testing, rather than a response to symptoms. They're up to NZD100 - which can sometimes cover a G.P and Dentist if your lucky. They are issued for one full year (very important)
So this client calls in, very indignant - we all know the 'I'm looking for a fight' tone...
C: Client
A: Agent
M: Moi
C: Yes you just issued me this wellness voucher from my policy and i fail to see how it is of any use as I have less than a month to use it *more ranting*.
A: Ok sir well lets have a look at...
C: *interupting* look just read the expiry date and tell me whats wrong with that.
A: December 31st 2010.
C: See it expires at the end of...oh...um *click*
M:
I could practically see him scambling to find something else to fight about...
Anyway I was listening in to one of our senior agents...
BACKGROUND: On some of our policies we issue 'wellness vouchers' after every 2/3 continuous years of coverage. These allow people to go and get a check up from their G.P, Dentist, Optomotrist, Dermatologist or any other medical professional. Normally these kinds of visits - a 'lets see how everything is' - are not covered as they are 'survelliance' testing, rather than a response to symptoms. They're up to NZD100 - which can sometimes cover a G.P and Dentist if your lucky. They are issued for one full year (very important)
So this client calls in, very indignant - we all know the 'I'm looking for a fight' tone...
C: Client
A: Agent
M: Moi
C: Yes you just issued me this wellness voucher from my policy and i fail to see how it is of any use as I have less than a month to use it *more ranting*.
A: Ok sir well lets have a look at...
C: *interupting* look just read the expiry date and tell me whats wrong with that.
A: December 31st 2010.
C: See it expires at the end of...oh...um *click*
M:
I could practically see him scambling to find something else to fight about...
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