I work in an insurance office with two other agents. We all answer the phone, and at least 25% of our calls are stupid!
Our number is similar to a local car dealership, Urse Dodge, & we get a number of calls for them. However, it's odd that by answering the phone "Smith-Carpenter Agency," one would think it would be clue that they have the wrong number.
Me: "Smith-Carpenter Agency"
Caller: "Is this Urse Dodge?"
Me: "No, it's Smith-Carpenter Agency."
Caller: "Is this 366-9200?"
Me: "No, this is 363-9200."
Caller: "I'm calling Urse Dodge." (Duh!)
Me: "Smith-Carpenter Agency"
Caller: "Service Department, please."
Me: "Did you mean to call Urse Dodge?"
Me: "Smith-Carpenter Agency"
Caller: "Is my car ready?"
Me: "Smith-Carpenter Agency"
Caller: "Could I speak to someone in parts?"
The ever popular conversation starters from callers who do not identify themselves:
Me: "Smith-Carpenter Agency"
Caller: "You called me."
Me: "May I have your name?"
Caller: "John Watson"
Me: "I'm afraid I did not call you today, Mr. Watson. Did you receive a message to call me?"
Caller: "No, your number was on my caller ID."
Me: "Smith-Carpenter Agency"
Caller: "You sent me some papers.
Me: "May I have your name?"
Caller: "Marlene Jackson"
Me: "Smith-Carpenter Agency"
Caller: "How much is my bill?"
Me: "May I have your name?"
Me: "Smith-Carpenter Agency"
Caller: "How much would it cost to add a 2003 Honda to my policy?"
Me: "May I have your name . . .
What's in a name:
Me: "Smith-Carpenter Agency"
Caller: "Could I speak with Mary?
Me: "No one with that name works in this office."
Caller: "Is there a Cathy?"
Me: "No, we don't have a Cathy either."
Caller: "Nancy?"
Me: "Yes, we do have a Nancy."
Caller: "Ok. I'll talk to her."
And those who are seeking information of any kind:
"Could you tell me the name of the store next door?"
"Could you tell me the number of the store next door?"
"Could you give me the number for State Farm (a competitor)?"
"How much does it cost to license a vehicle?"
"Do you have the number for Urse Dodge?"
And so it goes . . . .
3 comments:
Some of the callers are out of line, but I have to defend the ones who don't identify themselves right away. I usually don't identify myself at the beginning of a conversation with a business because I almost always have to be transferred to the correct department, person, etc. The first person I talk to doesn't care who I am-they just want to know what my issue is so they can pass me along to someone else.
Kelly,
I agree that it's not necessary to identify yourself when you call if you say something like "I need to speak with someone about my bill" or "May I speak with someone about adding a vehicle to my policy?" It's the statements like "You sent me a letter" or "How much is my bill?" that drive us crazy!
That's true. I see what you're saying.
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