A few days ago I was asked to fax some information to my auto insurance company. I did so somewhere around 8/14/2008 and thought that was the end of it. Not so, as I got a letter yesterday letting me know they had not received the information.
So, being concerned, I called customer service this morning to find out why they had not received my fax. The customer service rep said there was no record of the fax and that I should resend it. I mentioned that I could do so, but they needed to make sure they received it. I expressed my opinion that their business processes were not good if they lost faxes. I was quickly told that “if I didn’t like it I should call my agent and find another company.” Huh? This is how you handle your customers? I immediately asked for the manager and was quickly hung up on.
Now what was she thinking? That I would just go away and find a new company? Ummm, no. I called right back, got a manager on the line and explained the situation to them. I then asked, “Is this your company policy for handling concerned customers?” I was rightly told “no” and that she, the manager, “would look into that and review the calls from this morning.” Ahhh, all calls are recorded. Was the customer service rep trying to get fired? Again, if you know your being recorded, and what call center doesn’t record all calls, you would think you would mind your manners better.
I received a return call from the manager who said she had listened to the call and that the customer service rep was completely out of line. She apologized and said that the person would be handled. She then informed me that she could not find my original fax, but asked me to resend it. She said she would call me back to confirm receipt of the fax and she did.
To the manager: Thank you for handling me, the customer, with the care I deserved.
To the customer service rep: If you didn’t get fired over this, beware how you treat customers. Your paycheck depends on it.