I’m going to start off with recent events that pertain to many newexperiences I am having with a little green amphibian. This cutecreature is currently unnamed though many have provided suggestions that range from Spanky to Stanley because he sounds English. Oh Yes! You’ve guessed it. I’m talking about the Geico Gecko that so many people love. Since starting at Geico in April, I’ve heard more crazy stories, excuses, and plainwell BS than I have in my entire life. Some days I wonder what I did in a past life to deserve the treatment I get! One such day,I was trying to keep my call handling time (code in call center lingo for time I talk to a policyholder) down. I was speaking as fast as humanly possible and handling customers requests at lightning speed. Two minutes till lunch I decided to risk it and take one more call. As the call came in and I started my greeting, I was interrupted by an angry woman. Let me now take the timeto give you the definition of angry. Angry is interpreted at Geicoas threatening, hostile and a big wad in the panties. As this angry woman continued to scream at me about wanting 700 dollars orelse we’d cancel her policy, I slowly lowered my head to the desk.After 15 minutes, way into my lunch time now, I was finally ableto get her policy number so I could see what she was referring to.Looking over the policy, I was surprised someone can not pay their bill for 3 months and complain to us for putting a cancellation notice on her policy. I wonder if they would let me go that long without paying? “Yes ma’am I stated, I do see that you have to pay $700.36 by tomorrow or your policy will cancel.That is because we have not received a payment since April.” She proceeded to tell me she didn’t know she had a payment due.Let’s take a brief moment to think about that. Do you have insurance? Have you paid for the insurance you have? Do you think insurance is free? After being severely cursed at, she proceeded to tell me if she was here she would put a gun to my temple, blow out my brains and hope the birds ate my guts off the sidewalk. At this point in the call, I have to summarized and end. Our ending goes like this, “Well ma’am, because we spoke today, you may receive a survey in the mail, asking you to rate my service and since I strive for excellence, is there anything elseI can do for you today to ensure excellent service.” HAHA I gothung up on almost before I started. I took of the headphones I wear and slung them on my desk, a coach walking by found that quite amusing. I decided I would never take a call before lunch again. When I came back from lunch I told my friends I was walkingwith my calls had to be better for the rest of the day. I reluctantly logged into the phone and went to take my first call after lunch. A mentally challenged man came on the line and told me he wanted to add a new car he just got and his dad told him to call in. After 1o minutes of trying to find the VIN number of the vehicle we finally moved on and asked other questions. At the end, VIN number still being needed, I asked to speak with the father. My luck only, Father happens to be deaf so hands the phone on to Mother, who is blind and cannot read the VIN number either. Blind Mom gets deaf Dad to read VIN number and relays it to me. Mom then decided that she hadn't seen me since Christmas and wanted to know if I had gotten everything I wanted. Once I escaped from that one, Son comes back on the phone and is sure that I went to see Transformers with him. Do these people really exist to call their insurance company? And where is he driving at? Remind me to stay away! Banging my head on my desk I take my next call.... I have a very nice normal gentleman just wanting to make some changes to his policy. Of course the changes have to be adding twin 16 year old sons and two new vehicles. As I share that these changes have increased his policy to $1,011.00 a month, I wondered why tears weren't flooding down my cheeks. He then decided that he did not have twin sons and the cars were just for a quote. No problem right? WRONG! I then had to inform him I was required to add the sons onto the policy by law now that we were aware of their existence. This quickly became a supervisor call, and for the first time in my life, I transferred the gentlemen straight to the supervisor on duty without hesitation. Jeff wonders why I seem so worn out when I get home!
