A rant by: aeoliancypher

You've all probably read about other's complaining about customers, and this is just another one of those posts!

I've been dealing with customers/clients/subscribers most of my life, and to this day, it still suprises me how ignorant people are. When things don't go the way they expect, they bite my head off as if it was personally my fault! Yes, I love pissing customers off just so they can come back and yell at me! (Sarcasm if you didn't get it)

Anyhows, so I found this board and thought I'd vent.

What the hell is wrong with these people? Maybe even some of you? :) The world would be such a better place if we were allowed to treat customer's the way they treat us.

I currently work in insurance, and we get a lot of people upset about why we didn't cover their claim. Well, let's see, first, you don't have the coverage your claiming for. Don't get mad at me because you don't know what your insurance does and does not cover. It's ridiculous how many people pay for insurance, but don't know what their coverage is. Do you not read the terms of coverage? Which brings us to another point. The rules of your plan. If your plan states that you're only allowed one eye exam every 24 rolling months, it doesn't matter if your optometrist says come back next year. You're only covered for one eye exam in that 24 month period. Not 20 months, not 22 months, not even 23 months and 29 days, 24 months. Any more in that period and you're on your own. If you're only covered for $250 worth of drugs, that is all we'll pay for, no more. If the drug you buy isn't approved by Pharmacare, we can't cover it. Pharmacare is the Manitoba drug program that makes all the rules. If they say no, we don't pay. It doesn't matter if your doctor prescribed it, and sadly, it doesn't matter if you're dying, unless they give the green light, we can't do anything.

Don't get me wrong, I don't mean to sound harsh (wait, maybe I do), but I totally understand how some of these people feel. They think they have coverage for something and then find out they're out a few hundred dollars because they don't have the benefits. That totally sucks. But if you're too stupid to know/follow the rules, then it's your own fault. I've tried to explain things to customers who just don't want to take the time to listen. They're like, 'yeah, yeah', 'uh-huh, uh-huh', 'ok, ok', but it's in one ear, out the other. Sometimes it doesn't even get in the first ear! Then they come back throwing a hissy fit asking what the heck is going on?! If you don't want to listen, don't blame me!

That reminds me of the time I worked at an athletic shoe store. Some lady came in looking to buy some basketball shoes for her son. She picked up these shoes called Nike Prestos. For those that don't know they're basically slip-on shoes where the upper is made of a spandex material. The salesperson told her not to buy them cause they didn't provide any support whatsoever. But did she listen? Nope. So the salesperson wrote on the receipt something along the lines of non-refundable, against warning of clerk. What happens next? She comes back to the store demanding a refund because her son rolled his ankle playing in the shoes. Guess what? Too bad for her. Boy was she irate! It made me smile. Stupid, stupid woman.

Just a few minutes ago, I was on the phone with a lady, if I can call her that. She was trying to dispute the fact that we should be able to use her prescription for and orthopedic shoe for and orthotic. I told her, no, because the prescription is specifically for the shoe. And as I try to explain, she says she works for so-and-so (another insurance company) and not to get smart with her! She...works for an insurance company...and she's asking why we can't do this? Get a new job lady.

Another thing that gets me is, these people don't realise the fact that a lot of inbound call centres keep track of their calls. It's funny when people call in saying, "Well the last person I spoke with told me this.", then I go to the call history and find out, "No sir, actually we have a record of the call and they actually told you this.". Then they shut up, that's funny. Or, they argue anyways, saying 'Well, that's just ridiculous, what am I paying for?'. Apparently paying for insurance means you should just be covered for anything and everything under the sun.

Then there's the fact that we have access to their personal information. You're b*tching at me and for all you know, I could be some crazed lunatic who'd have it in their mind to pay you a visit at your home and do something stupid. Now, I'm not a crazed lunatic, so you're safe from me. But that doesn't mean it hasn't crossed my mind. In this day and age, what with all the school shootings, the whole 'going postal' thing, you'd think people would think twice about who they may be talking to.

Basically, treat me the same way you'd like to be treated. I'm sure you don't like being yelled at, I certainly don't. All you're doing is making me not want to help you. The more you yell, the more I tune you out and just want to get you out of my face. I'm more apt to help you if you speak to me in a civilized manner. I will try and do anything I can to help you, just learn to control yourself. Even if I know there's no way I can help you out, I will still try and speak with my supervisor. Most of the time, the person you're yelling at may not have the power to help you at all. If you're feeling upset, ask to speak with someone higher up, we'd be more than glad to pass you along.

There, I'm done.

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