It’s almost a full moon and the loonies are out in force. Loonies/looney from lunar meaning moon. Just in case you didn’t know. People in centuries past believed that the moon had an effect on the way people behaved or thought. Science of course sees this as an old wives tale. Working at the call centre and in other jobs previously dealing with the public, I have seen evidence that it is true.
Two callers yesterday told me they’d had a mailing for a policy. They both asked the price even though it is in large writing on the leaflet. One guy even insisted that the price wasn’t on there. I told him it was £12. ‘I know that. It says it on here,’ he then said. I set the policy up for him and gave him the phone number for claims.
‘What if I have an emergency?’ he asked.
‘Then you need claims.’
‘I know that. What’s the number I call?’
‘The one I’ve just given you and said was for claims.’
Another guy gave me the address of a property he wanted covered. ‘Is this were you live?’ I asked him. He said yes so I began the process of setting up the cover.
‘Can you send the documents to my office?’ he asked.
‘No problem. I just need to check the eligibility of the property first. Is this your main place of residence?’ I asked for the second time.
‘No. I rent it out.’
Or how about the caller who clearly didn’t know what she wanted.
‘Do you want the cover with or without excess?’ I asked.
‘I don’t know. What do other people do?’
‘They decided what is best suited for them first, and then go for that option.’
‘But what option do they go for?’
‘The one that suits their needs. You need to decide which option suits you best.’ I politely explained.
After several minutes of debating the options she eventually chose. I then asked, ‘would you like us to allow your tenants to call up and make a claim?’
Several minutes later she decided it was best for the agents to deal with that type of thing. We then moved on to the payment option. ‘Would you like to pay with debit or credit card or direct debit?’
‘I don’t know. What’s the best way?’
Ten minutes later I actually managed to finish setting up the policy.
I’m off today. Tomorrow is the full moon and I’m in work. I am not looking forward to it but it should be eventful nonetheless.