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Oh dear...I've been at work less than an hour, and already the craziness has started. In this time I've taken 4 escalations
[BG - call centre, health insurance industry. An escalation where I work will involve either taking a direct call transfer where a customer has asked to speak to a manager etc, or could be where I've been passed a policy where a customer has requested a call back from a manager etc]
Every single one of these escalations has made me
, and 
1. Direct transfer
SC - Yeah, the girl I was just speaking to told me that to check a claim on my policy, she needed to confirm some of my details!
Me - Okay sir...well, we do need to identify the person we are speaking with before we can discuss a policy with them. We need to ensure we are speaking to the policy holder. It's for your own security and confidentiality. What seems to be the problem today?
SC - She asked me my name!
Me - Okay...
...well...she would need that to verify the person she was speaking to
SC - But I don't have one!
Me - A name? You don't have a name, sir?
SC - No...well, like...yeah...but...no, no there isn't one
Me - I'm sorry to hear that sir. As mentioned, without fully identifying yourself, we would not be able to proceed. I'm sorry but I don't believe this warrants a complaint against the operator you spoke with. Please feel free to call back once you are able to recall your name
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2. Direct transfer
SC - Hey I need to lodge a complaint! That girl I was speaking to just called me a b*tch!
Me - Ma'am, no she didn't
SC - Nuh-uh, she did too!
[NOTE - this was a women in her 40s
]
Me - No ma'am she did not. She sits directly opposite me. I heard the entire conversation. She was nothing but polite & professional.
SC - Nuh-UH, she called me a sl*t!
Me - I don't believe that she did ma'am, but if you're insistent, I can retrieve that call and listen to it if you like
SC - Well, she was rude to me! She was mean
Me - Okay. In what way ma'am?
SC - She said I'm not covered for dental!
Me - Okay. I'm looking at your poilcy, and yes, that is correct. You are not covered for any dental. You have our lowest level of cover
SC - Right! And she told me that!
Me - Right...
SC - So, are you going to, like, fire her or what? She was so mean to me!
Me - I'm sorry ma'am, we cannot take action against an employee for giving you correct information in a polite and courteous manner. You have a good day now...
SC - AWWWWW, oh then, well, bye bye
Me -
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3. Call back
Me - Good morning sir. I understand you requested a call back to discuss a conversation you had with one of our operators last night?
SC - Yes! I must say, I'm outraged! The young man I spoke to refused to help me! I've been a member for over 10 years, and this is the worst service I've ever received! I'll be taking this further, I'll have you know
Me - Okay sir. Now I just need to clarify the situation. I'll read you the operator's notes from last night - please feel free to correct me if you feel that anything I'm saying here is not accurate
SC - Oh you better believe I will young lady, I'm outraged!
Me - "Ok. So it says here that you called wanted to check what we had paid on your latest claim, but the gentleman you spoke to was unable to locate you on our system, and from the membership number you provided, was able to determine that you had actually called the wrong health fund. He was kind enough to look up that other
*interrupting me*
SC - Yes, that's what happened! And the little blighter refused to help me! Do you know how long I've been a member for?
Me - O....kay... ... may I ask then, sir, what else you feel our operator cuold have done for you, given that you had called the wrong company?
SC - Well I still don't know what was paid on my latest claim, do I? And given that that was the reason I called in the first place, I'd say that he culd have done his damn job and answered my damn question!
Me - No-one here can answer that question for you sir, because we do not have access to that information. You called the wrong company, which you ahve acknowledged. I suggest you call the right company and then proceed form there
SC - You're all bloody useless and lazy, you hear me? I'll take this further!
*CLICK*
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4. Another call back
Me - Good morning sir, I understand you had requested a call back from a manager here?
SC - Huh? No I didn't
Me - Oh, okay. Was this Chris Johnson I was speaking with [name changed of course]
SC - Yeah that's me
Me - And this is your policy? [reconfirm all poilcy details - it is indeed the right customer]. So it is noted here that you called in last night and ended up asking for a manager to call you back about a complaint?
SC - No I didn't
Me - Oh okay then. Well I apologise for the mix up sir, please enjoy the rest of your day
SC - So what, you gonna fix up my policy or what?
Me - I'm sorry sir?
SC - I told that broad last night to get a manager to call me 'cause yuo guys keep knocking back my claims!
Me -
Ok sir, so you did lodge a complaint then. Alright. So I can see that your claims are being declined as you have not paid your policy in several months. I can see you have called numerous times about this and we have advised each tme that once you pay your policy, your claims can br processed. So how could I help you with that sir? Did you make a recent payment?
SC - What? Pft, no, of course I didn't pay, I don't gotta pay you people sh*t. So when you gonna fix my policy lady
Me - Again sir, your claims will continue to be rejected until you pay for your policy
SC - Thats bullsh*t!
Me - In what way sir?
SC - What?
Me - How is this bull so and so?
SC - 'Cause like....cause like why do I gotta...um...
*CLICK*
[BG - call centre, health insurance industry. An escalation where I work will involve either taking a direct call transfer where a customer has asked to speak to a manager etc, or could be where I've been passed a policy where a customer has requested a call back from a manager etc]
Every single one of these escalations has made me
, and 1. Direct transfer
SC - Yeah, the girl I was just speaking to told me that to check a claim on my policy, she needed to confirm some of my details!
Me - Okay sir...well, we do need to identify the person we are speaking with before we can discuss a policy with them. We need to ensure we are speaking to the policy holder. It's for your own security and confidentiality. What seems to be the problem today?
SC - She asked me my name!
Me - Okay...
...well...she would need that to verify the person she was speaking toSC - But I don't have one!
Me - A name? You don't have a name, sir?
SC - No...well, like...yeah...but...no, no there isn't one
Me - I'm sorry to hear that sir. As mentioned, without fully identifying yourself, we would not be able to proceed. I'm sorry but I don't believe this warrants a complaint against the operator you spoke with. Please feel free to call back once you are able to recall your name
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2. Direct transfer
SC - Hey I need to lodge a complaint! That girl I was speaking to just called me a b*tch!
Me - Ma'am, no she didn't
SC - Nuh-uh, she did too!
[NOTE - this was a women in her 40s
]Me - No ma'am she did not. She sits directly opposite me. I heard the entire conversation. She was nothing but polite & professional.
SC - Nuh-UH, she called me a sl*t!
Me - I don't believe that she did ma'am, but if you're insistent, I can retrieve that call and listen to it if you like
SC - Well, she was rude to me! She was mean
Me - Okay. In what way ma'am?
SC - She said I'm not covered for dental!
Me - Okay. I'm looking at your poilcy, and yes, that is correct. You are not covered for any dental. You have our lowest level of cover
SC - Right! And she told me that!
Me - Right...
SC - So, are you going to, like, fire her or what? She was so mean to me!
Me - I'm sorry ma'am, we cannot take action against an employee for giving you correct information in a polite and courteous manner. You have a good day now...
SC - AWWWWW, oh then, well, bye bye
Me -
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3. Call back
Me - Good morning sir. I understand you requested a call back to discuss a conversation you had with one of our operators last night?
SC - Yes! I must say, I'm outraged! The young man I spoke to refused to help me! I've been a member for over 10 years, and this is the worst service I've ever received! I'll be taking this further, I'll have you know
Me - Okay sir. Now I just need to clarify the situation. I'll read you the operator's notes from last night - please feel free to correct me if you feel that anything I'm saying here is not accurate
SC - Oh you better believe I will young lady, I'm outraged!
Me -
"Ok. So it says here that you called wanted to check what we had paid on your latest claim, but the gentleman you spoke to was unable to locate you on our system, and from the membership number you provided, was able to determine that you had actually called the wrong health fund. He was kind enough to look up that other *interrupting me*
SC - Yes, that's what happened! And the little blighter refused to help me! Do you know how long I've been a member for?
Me - O....kay...
... may I ask then, sir, what else you feel our operator cuold have done for you, given that you had called the wrong company?SC - Well I still don't know what was paid on my latest claim, do I? And given that that was the reason I called in the first place, I'd say that he culd have done his damn job and answered my damn question!
Me - No-one here can answer that question for you sir, because we do not have access to that information. You called the wrong company, which you ahve acknowledged. I suggest you call the right company and then proceed form there
SC - You're all bloody useless and lazy, you hear me? I'll take this further!
*CLICK*
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4. Another call back
Me - Good morning sir, I understand you had requested a call back from a manager here?
SC - Huh? No I didn't
Me - Oh, okay. Was this Chris Johnson I was speaking with [name changed of course]
SC - Yeah that's me
Me - And this is your policy? [reconfirm all poilcy details - it is indeed the right customer]. So it is noted here that you called in last night and ended up asking for a manager to call you back about a complaint?
SC - No I didn't
Me - Oh okay then. Well I apologise for the mix up sir, please enjoy the rest of your day
SC - So what, you gonna fix up my policy or what?
Me - I'm sorry sir?
SC - I told that broad last night to get a manager to call me 'cause yuo guys keep knocking back my claims!
Me -
Ok sir, so you did lodge a complaint then. Alright. So I can see that your claims are being declined as you have not paid your policy in several months. I can see you have called numerous times about this and we have advised each tme that once you pay your policy, your claims can br processed. So how could I help you with that sir? Did you make a recent payment?SC - What? Pft, no, of course I didn't pay, I don't gotta pay you people sh*t. So when you gonna fix my policy lady
Me - Again sir, your claims will continue to be rejected until you pay for your policy
SC - Thats bullsh*t!
Me - In what way sir?
SC - What?
Me - How is this bull so and so?
SC - 'Cause like....cause like why do I gotta...um...
*CLICK*
and cookes for you!
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