So our 'customers' are not only the members of our health funds, but also technically DRs and Hospitals - they will call in most days chasing up on outstanding accounts etc
Just earlier I got a call from a woman from a DRs rooms.
CAST:
Me -
SC - The oh so rude DRs receptionist lady
Me - *opening spiel*, how can I help you today?
She talks over me, is a very agressive tone, doesn't introduce herself at all, this is what she says right off the bat...
SC - 82293847
Me - O...kay. Was that your membership number?
SC - Yeah, look it up
Me - Okay. I've got that on my screen now. Could I please confirm your full name, date of birth and address?
SC - No you can't, look it up and tell me why you didn't paid the claims for March
Me - Ok, well I'm sorry but I cannot discuss a policy until I have identified the person I am speaking with
SC - Maria from Dr George's rooms
Me - Oh, so this is NOT your own membership?
SC - No, now go type into your little computer and tell me why you haven't paid this claim
Me - I'm sorry, you said you were calling on behalf of a Dr??
SC - Yeah, go look it up! Hurry up!
[So I put her on hold and looked it up, no small talk for her that's for sure. From this point on, my voice was deadpan and I tailored my responses to be the same as hers]
Coming back to her after finding that the money has already been paid into the DRs bank account [this happens every now and then where a claim has been paid, they call thinking it hasn't been 'cause they get so many payments they oerlook specific ones]
Me, back to SC, in my deadpan voice - Already paid
SC - No it hasn't been
Me - 28th March, Drs bank account
SC - Well I don't see it
Me - Check again?
SC - [now sounding frustrated] Whatever. Well I got 5 more, go type them all in
Me - Sorry limit 1 payment search per call
SC - NO type these in and hurry up!
Me - Limit 1 payment search per call
SC - I SAID no!
Me - Limit 1 payment search per call
SC - *CLICK*
Technically, we can do 3 payment searches per call.
She was out of line in the way she spoke, so she was getting just the one
I can't believe though that they employ someone like that as the 'voice' of their company, how embaressing
Edited : spelling etc
Just earlier I got a call from a woman from a DRs rooms.
CAST:
Me -
SC - The oh so rude DRs receptionist lady
Me - *opening spiel*, how can I help you today?
She talks over me, is a very agressive tone, doesn't introduce herself at all, this is what she says right off the bat...
SC - 82293847
Me - O...kay. Was that your membership number?
SC - Yeah, look it up
Me - Okay. I've got that on my screen now. Could I please confirm your full name, date of birth and address?
SC - No you can't, look it up and tell me why you didn't paid the claims for March
Me - Ok, well I'm sorry but I cannot discuss a policy until I have identified the person I am speaking with
SC - Maria from Dr George's rooms
Me - Oh, so this is NOT your own membership?
SC - No, now go type into your little computer and tell me why you haven't paid this claim
Me - I'm sorry, you said you were calling on behalf of a Dr??
SC - Yeah, go look it up! Hurry up!
[So I put her on hold and looked it up, no small talk for her that's for sure. From this point on, my voice was deadpan and I tailored my responses to be the same as hers]
Coming back to her after finding that the money has already been paid into the DRs bank account [this happens every now and then where a claim has been paid, they call thinking it hasn't been 'cause they get so many payments they oerlook specific ones]
Me, back to SC, in my deadpan voice - Already paid
SC - No it hasn't been
Me - 28th March, Drs bank account
SC - Well I don't see it
Me - Check again?
SC - [now sounding frustrated] Whatever. Well I got 5 more, go type them all in
Me - Sorry limit 1 payment search per call
SC - NO type these in and hurry up!
Me - Limit 1 payment search per call
SC - I SAID no!
Me - Limit 1 payment search per call
SC - *CLICK*
Technically, we can do 3 payment searches per call.
She was out of line in the way she spoke, so she was getting just the one
I can't believe though that they employ someone like that as the 'voice' of their company, how embaressing
Edited : spelling etc
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