Clientele legal, not customer friendly at all

The experience was absolutely basic from a customer service perspective . The initial adviser on the phone sounded okay and warm but really struggled with pronounciation. He then put me on to his senior who basically rushed through a scripting, interjected whenever I spoke, basically I felt like they wanted a sale. There was no confidence, there was stuttering and mix of words which created almost no confidence in a customer. He didn’t even ask me if there were any further questions or if I was happy with everything I’ve heard. There was just a script being read and rushed through. I did take up the policy eventually only because of the brand clientele itself. I also wanted to take up the hospital plan and had some questions but there was no room for me to discuss this. Contradictory to the the advert portraying a warm customer like conversation really. I am a Complex Property Claims Team Manager for an offs**** Australian account and being in the insurance and customer service industry for just under a decade, never experienced a conversation like this. Clientele needs to review their customer service s****s training if the product is being outsourced to a contact center. I throughly suggest you listen to both call recordings, the first being an intoroduction conversation and the second being the sale.

Where is the customer engagement ? Centricity ? Conversation ? Rapport building ? Am I just now a policy holder and ultimately a sale or a number in your client database?

My number is ********** 442

Email **********