Lesson learnt - insurance

[Rayny]

Could well be - but seeing as I only talk to client facing monkeys they are unable to do anything. Typical "Computer says no" scenario.

Is it this attitude that causes us to get the call centre staff that we deserve?

 

[harvin1975]

'Client facing monkeys'?

How superior are you?

Customers with a poor attitude rarely get great service, more likely the standard process driven one.

If you are so clever why haven't you got the wherewithal to escalate your problem to a decision maker?

Was escalated in a thoughtful and calm manner but when the glass ceiling was hit I took a decision not to invest any further time. Whilst i understand generic processes are in place for this kind of stuff it does not mean i need to happily agree with it. Clearly venting frustration here - which i see is exactly what you're doing in your response.

 

[markjay]

A twist on the Aviva tale....

Received an email from Aviva today stating that some of the information their call handler provided me over the phone was incorrect (not the part about not increasing the Premium though).

So some mixed feelings here... well done Aviva for spotting this and rectifying the issue, but... not sure I am impressed that the call handler was in position to provide incorrect information in the first place.