Spend most of day on telephone to large East Anglian insurance company, which covers our vans, in an effort to talk to someone about personal-injury claim being brought against one of our drivers. After several attempts, am passed to someone in legal department called Kieran who is extremely helpful, and asks me to fax through entire 30-page claim. Spend another couple of hours attempting to do this until finally discover that both fax and phone number Kieran has given me do not exist. Two calls later, I am assured by rest of company that Kieran doesn’t exist, either. Most of day gone and absolutely no further forward. Might as well not have insurance. With customer service uppermost in my mind, go into our own newly organised daily customer-service meeting. Gut (on which both Second-in-Charge and I have immense faith) has been screaming about this for some time. Receive report from person in charge and can immediately see that a) report is half complete b) that complaints are absolutely not being handled in the way I want and c) the person handling them is not coping with work load. Particularly tricky one. We all like person concerned, who works like a dog. However, have also spent lot of time, money and effort trying to make them work in efficient manner and, several months on, that just ain’t happening. Have come to conclusion that hate giving less-than-perfect customer service even more than I hate losing money – though, of course, the two tend to link. Resolve to somehow find time to work with them myself in last-ditch attempt to sort them out. Trying really hard to ignore fact that both Second-in-Charge and I desperately need some time off. Both are exhausted, stressed and have personal issues that need time and care.
We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept”, you consent to the use of ALL the cookies.
This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.