23/02/2015
Me: “Good afternoon, [Insurance Company]. This is [My Name]. How may I help you?”
Customer: “STEVE?!”
Me: “No, this is [My Name]. Can I help you with something?”
Customer: “Where is Steve?”
Me: “I don’t believe a Steve works here. Can I help you?”
Customer: “I just talked to Steve. I know there is a Steve there.”
(At this point I realize that it was the customer I just got off the phone with two minutes ago.)
Me: “Oh, yes! Let me go get Steve for you…” *I deepen my voice a little* “Hello, this is Steve.”
Customer: “Oh, hi, Steve! Can you tell [My Name] to just transfer my calls to you from now on? I don’t want to talk to him. He doesn’t sound like he knows what he is doing.”
MORAL: We as your link to insurance covers, we understand you as our customers, and we understand you may not always remember the names of the person on the other end of the conversation, but we strive to always make you comfortable,
Talk to us, and realize the difference