July 7, 2009 3 Comments
Sometimes I’m so fucking pissed with “their” customer services. The moment they know they’re speaking to their agents instead of customers, their tones/faces changes as fast as lightning and as different as day and night. What the fcuk? I’m ALSO your policyholders lor. I owned more than a dozen policies. I’m ALSO your customer lor! I dont see why they have to give me that sort of attitude when I’m polite all the way. Until I’m riled, that is.
And I’m so disgusted with some of the agents. Once I called wrongly into the marketing product line, wanting to know some stuff about a particular product, the guy who was at the other end of the phone was so polite UNTIL he knows I’m the agent. Guess what, he said “I also dont know lor. You got to check it out yourself. I’m also an agent.”
Then I realised that number is for the LEAD’S department, where agents give tele customer service to gain leads.
But also no need to be so rude to own company staff right?
Dearie is in the LEAD’S department too and sometimes he heard worse. Like, “GO check it out yourself lah! Dont you know this number is for customers only and not agents. I’m also an agent, dont waste my time!” and cupped the phone.
*shake head* Sometimes, some of this people are actually top sales. Sometimes they really make me sick and feel like puking.
I finished with a sarcastic tone to that guy named PATRICK that he better check it out himself too, otherwise when customers called this hotline and he everything also dont know then it reflects soOooo badly on the company. But again, he might be be the fool as he looks and might be hiding from me because he just dont wish to do me a favor and wants me to check it out myself.
I feel “their” agents really come from all sorts of family background as well as all sorts of upbringing. Some of them can bang table infront of the underwriter or yell at them. Some can be so kiasu to come out from the seminar earlier so that can have the buffet faster without having to queue much. Otherwise, some can even jump queue just infront of you without batting an eyelid.
And I guess it’s this long-term tension between such agents and customer service which further make the relationship between every agent and customer service officer sour.
rude agent give attitude to CS –> CS buay song and frustrated –> CS give attitude to nice agents –> Nice agents became riled and slowly became more assertive/rude.
And the cycle repeats.
I dont like making friends from other agencies because they always pester me about how we do our sales and how we got our leads. Dont they know all this are business and we’re not supposed to reveal because my brilliant manager wouldnt be that dump not to put it in the contract?
And when I do give sommmmeee little humble advices, I encounter jeering laughter and rolling eyes.
“huh? You went all the way to XXX just to close a $10,000 fixed deposit/medisave-approved shield plans? Lol. Enough to cover transport lah but left peanuts. What for?”
Sometimes they dont understand it’s not the money. It’s because you want your client to have the coverage or you just dont want them to put it elsewhere because you believe they can earn more interest in your safe hands.
“huh? They buy 1 or 2 policies only, you also do a policy summary for them? Is it necessary or not?”
If whole family only 1 simple A&H plan which doesnt fetch cash values no matter how long you pay, then perhaps no need lah. But if the whole family got 2 or 3 or more policies…well it’s better if there’s a summary so that they know what they got and also, it’s lesser chance that they misplaced the policies.
I dont know how their agencies educate them lah. But they expect money will just drop from the sky without effort.
Ya. It definitely will, or sort of, when you reached director level and have clientele of more than a thousand or so. Then when your base is big enough then clients will CALL you and “order” from you.
So stop hounding me for new or more closing strategies if you’re so lazy to even do the basic services already.
Of course not all “their” agents are like that. Some still work for the passion and not for the money. There’s no need to deliberately show, the attitude just exudes.