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oh yes..i agree totally. I definitely dont mind helping customers out and it isnt a bad thing, but I think its frustrating when people are just calling in hysterical almost, or frantic over ID cards and calling me as if I'm the answer to the problem. Again I think it's great if/when customers are turning to you for information or help, but when I have several customers freaking out at once, and I have to return a bunch of unnecessary calls it's hard. I get stressed about it. I did let them know they'll get their cards about a week or so after the date, but they still don't quite get it I think.
I'd prefer they call the company and ask them. And yes then it's the demeaning or rude customers. Like a customer called telling me she wanted the policy cancelled- she was rude. her reasoning was b/c she couldn't log into the website email she got--which wasn't even necessary and b/c the plan she got wasn't what she was quoted- and she knew that. she was given false information and i corrected it for her. But she was being rude....I try to provide good customer service but if its a one person team it can be kind of hard to tend to 10 people calling in at once and you have to focus on doing sales not tending to frantic confused customers. Some of these customers seem like they have to be babied or something- "my cards aren't in yet" "uhc said this or that." plus im also worried someones going to flip out and cancel--one customer was threatening me- she said her plan stated she had to pay 500.00. it didn't - it was the price before her tax credit. she began telling me that if i didnt call her she'd cancel her plan. it was absurd. Through email i explained to her the situation...still just ridiculous..
That's one of the nice things about this business...you get to choose who you do business with.
As far as you complaining about doing a little follow up for them...that's one of the things you get paid for. It's the little things that only take a minute that creates a loyal customer and gets you referrals.