We frequently get customers who can’t be bothered to pay attention to the details we give them. They’ll call up to take a policy and tell us to ‘get on with it’ as they have the information on the letter we sent them. If we ask whether they’ve read the letter the answer is usually ‘no’. But they’re usually too busy eating their lunch or watching TV to be bothered listening to important information.
We even get the smart alecs who put the phone down and walk away while we give legal information. It’s great when they call up complaining they weren’t told something. We can send them a very nice recording on CD of the call, so they can hear themselves walking off. Lovely!
There’s always the other side of the coin. We sometimes get parents or grandparents calling up with a crying child in the room. There’s often no other adult present. I’m frequently heard asking the customer if they would like to see to the child and ring us back later. It’s amazing how many of them say the child is ok. I feel like screaming at them! Or reminding them that I have their name and address and could report them for neglect. Bet they didn’t think of that.