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Short takes from Thursday when the suddenly cold weather had frozen up some brains.
Open the Office
At about 10:30 in the morning, I receive a phone call from our phone center. Customer is out in the parking lot, and he wants to know why we are not open!
Huh? We are open.
Phone center operator is laughing. That's what she kept telling him, but he says that the office is dark and locked. She finally got him to describe the businesses on either side, and that's when I realize that he as at a location that closed almost a year ago. The fact that there is no longer anything (no signs, no furnishings, FOR RENT sign in the window) to identify it as a DMV location didn't faze him. Gol' durn ya! It was here for years, and it will be here until the end of time!
That's Not What They Told Me
Clerk is trying to explain to a woman that her license is suspended until she takes care of a variety of unpaid tickets and reinstatements. Customer keeps exclaiming, "That's not what they told me!"
Finally, the clerk asks, "Who is 'they'?"
The phone center. Sigh. The biggest problem that we have with our own phone center is that many of them have never worked in a branch, and their understanding of procedure can be limited. "Okay, ma'am. What did they tell you that you needed to do?"
"Well, I was on hold for over 40 minutes, so I hung up."
Okay. "So when you say that this is not what they told you, you mean no one told you anything?"
Yup.
Any Release of Lien Will Do
Man comes in with a title to put in his name. He has a release of lien from National City Bank. Problem is the lien on the title is for U of M Credit Union. No that does not clear this. No, National City Bank and U of M CU are not the same entity. The car is from his father, so he calls him. They are insisting that the filing date of 2003 (the date the lien was placed) is the day daddy paid off the loan, so take this lien off.
"Sir, when you paid off the car, how did you pay off the car. Did you pay it off by taking out a loan from the credit union?"
"Well, yes, but -- oh." Pause. "Put my son back on the phone."
Buh-bye! We'll see you later, and I hope you have the correct lien release then.
Open the Office
At about 10:30 in the morning, I receive a phone call from our phone center. Customer is out in the parking lot, and he wants to know why we are not open!
Huh? We are open.
Phone center operator is laughing. That's what she kept telling him, but he says that the office is dark and locked. She finally got him to describe the businesses on either side, and that's when I realize that he as at a location that closed almost a year ago. The fact that there is no longer anything (no signs, no furnishings, FOR RENT sign in the window) to identify it as a DMV location didn't faze him. Gol' durn ya! It was here for years, and it will be here until the end of time!
That's Not What They Told Me
Clerk is trying to explain to a woman that her license is suspended until she takes care of a variety of unpaid tickets and reinstatements. Customer keeps exclaiming, "That's not what they told me!"
Finally, the clerk asks, "Who is 'they'?"
The phone center. Sigh. The biggest problem that we have with our own phone center is that many of them have never worked in a branch, and their understanding of procedure can be limited. "Okay, ma'am. What did they tell you that you needed to do?"
"Well, I was on hold for over 40 minutes, so I hung up."
Okay. "So when you say that this is not what they told you, you mean no one told you anything?"
Yup.
Any Release of Lien Will Do
Man comes in with a title to put in his name. He has a release of lien from National City Bank. Problem is the lien on the title is for U of M Credit Union. No that does not clear this. No, National City Bank and U of M CU are not the same entity. The car is from his father, so he calls him. They are insisting that the filing date of 2003 (the date the lien was placed) is the day daddy paid off the loan, so take this lien off.
"Sir, when you paid off the car, how did you pay off the car. Did you pay it off by taking out a loan from the credit union?"
"Well, yes, but -- oh." Pause. "Put my son back on the phone."
Buh-bye! We'll see you later, and I hope you have the correct lien release then.
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