The Customer Was Actually Right

Call centre workers make lots of mistakes. There’s a sweeping statement for you. But to be fair, they don’t get paid very much and most of the time you’re not very nice to them so maybe you deserve whatever problems come your way. There’s another. There seem to be so many generalities which dictate the customer/call centre relationship it’s a wonder how we ever manage to get anything sorted out (but sometimes we do).

Liza: Good morning you’re through to Liza in collections, how can I help?

Ms Wainthropp: Well? Have you got this problem sorted out yet? You probably haven’t, have you?

*Pause*

Liza: What problem would that be?

Ms Wainthropp: Oh don’t tell me I have to go through all of this again! I’m sick of this now, do you hear me? It’s been three weeks you’ve been investigating and it’s about time you gave me an answer.

Liza: You see, I’ve literally just answered the phone to you and don’t know what you’re talking about. So…

Ms Wainthropp: I know that, which is exactly…

Liza: Can I….

Ms Wainthropp: … the sort of…

Liza: Can I just…

Ms Wainthropp: … thing I expected…

Liza: Right.

Ms Wainthropp: What?

Liza: No it’s fine. What were you saying?

Ms Wainthropp: No, go on then.

Liza: Can I take your mortgage account number so I can have a look and then tell you what’s been happening?

*Ms Wainthropp sighs*

Ms Wainthropp: 200405…

Liza: Yes?

Ms Wainthropp: …7710.

*I look at the account*

Liza: I see. I do apologise. I can see how this must have been very frustrating for you.

Ms Wainthropp: Mmm?

Liza: You called three weeks ago to say that you felt the arrears figure on your account was incorrect due to an error we made in 2010.

Ms Wainthropp: Yes. And you didn’t do anything about it for three weeks!

*I press mute*

Liza: As opposed to two years….

*Unmute*

Liza: Well we have an answer back from the admin department now for you. Again, I do apologise because you were right, it was our mistake. The arrears figure on your account was in fact incorrect. I’m so sorry.

Ms Wainthropp: Do you see what I mean? This company, and I’m not having a go at you, but this company is a shambles. A complete shambles. No wonder the housing market is in the state it is at the moment with you people running the show.

Liza: I know. Again, I’m sorry. And I completely understand why you’re upset.

Ms Wainthropp: So my credit file, will that be adjusted accordingly?

Liza: It can be, if you’d like?

Ms Wainthropp: Well of course I want my credit file to be adjusted! Otherwise it would be unfair.

Liza: OK. No problem. I can arrange that.

Ms Wainthropp: And will the arrears be wiped from my account?

Liza: We can’t do that I’m afraid.

Ms Wainthropp: What do you mean you can’t do that?

Liza: You owe an extra £600.00.