Business Needs

Due to business needs I’ve been ‘selected’ to go to another department. I’ve been in this department before and I do enjoy it so I’m not that worried about the move. The problem is with the way it’s been done. Usually internal jobs are advertised internally first and then externally. This hasn’t been advertised at all. A bunch of us have been ‘selected’ to go, and not everyone is happy about it. So there’s a lot of ‘wandering what’s going on’. There’s a lot of rumours, suspicions, and questions being asked by other agents at the moment, and also by some of the managers. The move came out of the blue and our managers had no choice. This was all done by the sales managers.  Agents want to know why the jobs weren’t advertised, or why certain people were ‘chosen’ and not others. Well it’s quite simple really. Our contracts state that we can be moved around whenever the company wants, due to business needs. Nice little addition to the contract this. Your role is…, and your duties are…, but this may change due to business needs. So basically the company can move us where ever it wants. We can’t say jack shit. If we say no then we are refusing to do our work – gross misconduct. So it’s a case of put up or shut up. If you don’t like it look for another job.

 


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What’s Best?

A woman called today not sure of which policy she wanted or what was best for her. I gave her details of the policies in question and asked which she favoured.

‘Oh I don’t know.’ She said. ‘I don’t know what’s best for me. What would you suggest?’

‘Well,’ I said, ‘I can’t give you advise as I don’t know anything about your property, so I won’t know what’s best for it.’

‘Well I don’t know either!’ She said indignantly.

‘But you live there!’ I reminded her.

Surely a homeowner will know about their property? Surely a homeowner will know what insurance they have or don’t have? Or am I being naïve again? Answers on a postcard…


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A Bit Quieter?

Well at long last it’s a bit quieter in my department. I just hope I’m not speaking too soon. It hasn’t stopped the strange ones from calling in though.

Like the guy who accused me of being rude when I asked him if there was anything else I could help him with before he went.

Or the people who call us up and say they are waiting for an engineer from a different company.

I suppose this will never change.

Tomorrow we have a nice big buffet to celebrate a directors birthday and the US thanksgiving. Stuffing our faces with nice fattening things never goes amiss.


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Internet At Work

We’ve at long last been given some access to the internet at work. It’s been a long time getting and it’s very limited. However we are able to do a bit of Christmas shopping while doing our work, on Amazon and Ebay. Trouble is we can’t be in when it’s delivered as we’re at work!

Next week is Black Friday when many stores cut their prices – just in case you didn’t know. Could be some good Christmas bargains out there. Enjoy your shopping!

 

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Mystery Shoppers

A few of my colleagues and I believe that we have had a spate of mystery shoppers phoning us. There have been a number of potential customers ringing up and asking every question under the sun about two or three policies. The questions range from the utterly ridiculous to extremely technological. Definitely not our normal customers who tend to ask questions when they can’t be bothered to read the mailing that has been sent to them. Or the customers who look things up on the internet but can’t be bothered to actually read the information in front of them. No, definitely not our normal customers.

Occasionally we get a customer who knows exactly what they want and what questions they need to ask. This is usually about one policy and they are very specific about what they need to know. They are very different from the mystery shoppers.

The mystery shoppers will start with a basic policy that doesn’t cover too much. They’ll ask some very standard questions about the price, the length of time before cover begins, what’s included, the cancellation period. They will then ask a couple of technological questions about the policy. They then change direction and begin speaking about an upgraded policy, asking questions that are specific to different areas of the upgrade.  These questions are usually too specific to be our standard customers’ questions.

The next tactic is to bring in a third policy and ask a few questions about that. Then the interrogation starts. The questioning goes back and forth between all three policies and if we are not careful we get confused and say the wrong thing. I always make sure what policy we are talking about before I answer, and my answer will always begin by referring back to the specific policy or element we are talking about.

The question is:  Are these mystery shoppers from our company? Or are they from another company? We don’t know the answer there. But one thing is for sure, if we answer incorrectly we are in serious trouble.

 


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Make Up Your Mind

The other day I had a woman call in who definitely didn’t know what she wanted. I had to be very careful as we are non-advised sales. All I can do is give information about our policies after the customer has said what they want covered.

Well this woman could not make up her mind at all. She had the internet up and was giving me the name of policies on our website. She kept changing her mind about the cover she was interested in, asking me questions after I had already given her the answers. I kept my patience all the way through.

Eventually she settled on the policy that she wanted, so I began to set it up. She then decided she didn’t want it to start straight away so I told her she would have to ring back on the day she wanted it to start. She wasn’t happy about this but agreed to it. The call went on for about 20 minutes with her chopping and changing her mind. And this is after all the information is on the website, which she had in front of her.

We don’t mind people calling up asking questions about policies, but when someone clearly has no idea what they actually want then we are they calling up? Surely if you own your own home and you are looking for insurance, you will have some idea of what you actually want? Or am I very naïve? Answers on a postcard….


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Remembrance Day & Poppy Burning

Ok, I am about to offend some people here, but poppy burning is something I feel very strongly about. Certain people of the Islamic faith have yet again been burning poppys. The question is why are they doing it?

So what’s the answer? Do they just enjoy burning flowers? Do they have tendencies towards arson? Or are they doing it deliberately to offend and upset people?

Remembrance Day is celebrated in many countries around the world, the poppy being used in mainly commonwealth countries. The poppy symbolises the lives that were lost in the first world war. A terrible conflict that resulted in so much death and destruction, and if that wasn’t bad enough, it was followed by another terrible war 30 years later. We now have a remembrance day that reminds us of the destruction. We should never forget how futile war is.

Why would anyone want to disrupt a day when people are remembering what their ancestors did for them, and how they gave their lives? Why should anyone feel that it’s nonsense to remember how terrible war can be? Why would anyone want to offend someone whose family member/s died during a war, whether as a solder or a civilian?

It’s interesting to note that Hitler’s Third Reich had several regiments that were purely Muslim.

On the internet at the moment there are a lot of stories about poppy burning. In many of them the person/people have been charged. But then there seems to be a stupid backlash against the police saying that they are too harsh! Absolute nonsense. These people should be charged, jailed and then thrown out the country. We don’t want them here.

I’ve been told about a woman in the UK who had enough of the poppy burning in her local town. She left pork in the local mosque in revenge. I’m told that she has received 12 months in jail. Absolutely ridiculous. The people burning the poppies are the ones who should be in jail.

As for the pork? Well we shouldn’t be so disrespectful towards pigs.

 


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