Customer Service Beyond Compromise
This conversation took place recently between a Rafail Insurance Group (RIG) customer service specialist and a client over the phone.
RIG: Good afternoon, thanks for calling Farmers, this is __________. How can I help you?
Client: (frantic) Hi my name’s _______ _______ . I’m insured with you guys. I’m getting pulled over by a cop right now, and I just realized that I forgot to put my copy of the insurance back in the car after I cleaned it. I’m kinda freakin out right now. Is there any way you could e-mail it to me so I can pull it up on my phone. Maybe he’ll take it.
RIG: (already had her policy pulled up after she said her name) OK, ________, it’s not a problem at all. I’ve got your e-mail here as _______@_____.____ is that right?
Client: Yeah, that’s the one.
RIG: Alright, I’m sending it right now. Let me know when you get it.
Client: OK sure.
….Brief Pause ….
Client: Got it, he’s coming to the car gottagobye. *click*
5 minutes later. *Phone Rings again*
RIG: Good afternoon, thanks for calling Farmers, this is ____. How can I help you?
Client: Hey this is _____ again. I just called.
RIG: Oh, HI. What happened? Did he accept it?
Client: YES!! He still gave me a ticket for speeding, but he saw the electronic copy and said it was fine. Thank you SOOOOOO much. That would have been horrible.
RIG: Not a problem. You’re very welcome.
Client: Thanks again, have a great day.
RIG: My pleasure. Same to you.