One of my colleagues recounted a call she had from a gentleman wishing to insure his boiler. She began by asking for the details of his boiler: make, model, age, fuel. The customer then became totally confused by this and wanted to know if my colleague was discussing his boiler. As he rang us with the intention of insuring his boiler you’d have thought it was pretty obvious that my colleague wanted the details of his boiler and not ours.
‘Do you mean my boiler?’ He asked. Followed by: ‘Are we talking about my boiler?’
He asked several times before my colleague had even begun to set up the policy. When she did start to set it up she informed the gentleman that she needed to check the eligibility of the property and would be asking him a few questions.
‘Is this a quiz?’ he asked.
‘No. It’s just a couple of questions to make sure the property is eligible for the cover.’ She told him.
‘This is a quiz. I need to get my pen and paper to help me.’ Was his reply.
There are times when we find it very difficult to get through a call!