Is there any reason why store reps explain how customer's insurance work incorrectly??
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im a cell phone insurance agent and i also would like an answer to this questionπ€¨ I get frustrated every time a custy calls and after or while they file a claim they always bring up something like "well (carrier) told me this, or my (carrier) said that i wouldnt pay anything or my favπ "what process!? my (carrier) said that all i have to do is call you and get a claim number and then i get a free phone!" _SERIOUSLYπ³
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Hey you wanna hear a weird story?
A cx called me and told me had a defective phone, toke the phone to carrier and carrier SENT it off to be repaired!
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Because it's funny. π
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Well we here in the insurance world do not think that its funny. Customer call in upset that they were never advised that something was not covered or they had to pay a deductable. I'm just saying if you're not going to explain it right then just tell them to call the insurance company.
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I do.
Right after I make a whole bunch of stuff up, I happily provide the number. π
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That's very sad that you would want cause trouble with someone else's job. Doesn't make much difference cause 65% of the time the claim is rejected anyway and we direct them back to the store. Why are they rejected? Because store reps like you failing to perform your job and explaining what you are selling a customer.
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I guess it's a good thing I'm not a store rep. π
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CSR's are not excluded.
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Wish I could carry you around to remind me of these things.
I always forget. π π π
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I just do what they tell us in training, Fake it till you make it.
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LOL!!! -pizzas not for breakfast-
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It's basically our company motto. Not sure what to do? Just make **** up until the customer ends the call. It's the key to a productive company. Haha.
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Its a good way to improve CSAT scores, We tell the customer what they want to hear, when they get the survey, they give us all great scores, then when they talk to whoever who tells them how it really is, they get mad, and when they get that survey, gives them all bad scores, doenst have any effect on us.
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OwenuJan 12, 2010, 5:03 PM
You use this method too? Nice to see Im not alone. π
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Its how we were trained, doesn't matter how bad we make the carrier look, as long as it makes this Third party vendor seem like it puts out great customer servise, we'll just pick up other clients and do the same thing.
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OwenuJan 12, 2010, 5:16 PM
Very true. Hey, I thought you were fired, not that I'm wishing or anything. π
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Every day we think we're going to get fired. This center uses fear as an incentive. Ha.
Can you see why we don't care?
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OwenuJan 12, 2010, 5:32 PM
Well aware of this. Shoot, I'm thinking about leaving anyways.
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OwenuJan 12, 2010, 5:42 PM
Yes you do, and Im watching you. π
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wait a second..... Does your name start with a D or a K?
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OwenuJan 12, 2010, 5:47 PM
A
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Ha. What up dude. π€£
Had no idea this whole time.
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OwenuJan 12, 2010, 5:51 PM
Dude? WTH? π‘
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Oh. π³ Did you make an entire new name then? What'd you go and do that for?
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OwenuJan 12, 2010, 5:57 PM
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HA! What a badass. Gotta stop pissing people off girlface. π
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OwenuJan 12, 2010, 6:02 PM
I resent that! π‘ jk.
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π
Still pretty awesome.
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OwenuJan 12, 2010, 5:52 PM
hint:
*sarcasm*
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OwenuJan 12, 2010, 5:59 PM
π
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Where are you Owenu and Pizzas not for breakfast?
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I assume you want to know where i work out of? if thats the case, Phoenix.
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Not yet, i've just been placed on a Super final. i can not miss anymore days or be late even by a second or ill get fired.
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OwenuJan 12, 2010, 5:33 PM
π’
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Or check their coverage certificate! π
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or perhaps the customer does not understand the explaination correctly, i have had several customers after hearing my speil ask me a question that is totally off kilter from what i just told them, people hear what they want to hear sometimes and thats life in general, not just cell phones.
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I agree with you totally. But there are some that blatently provide wrong information.
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I think there are three reasons for this....
1. store rep just wants to make the customer happy by telling them whatever they want to hear.
2. store rep gives the customer the right information, but the customer only hears what they want to hear and totally misinterprets what the clerk said.
3. Store rep gives the customer the right info. Customer understands exactly what the store rep is saying. Then has a problem with the phone and just makes up what they want and plays dumb...in order to get what they want.
The blame can be placed so many places, but customers are notorious for hearing only what they want to hear.
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