Please listen to the call

Thank you. Please listen to the inbound and outbound call. Thando called me back so there’s a lot of information in the outbound call to me today as well.

Instead of taking key information away and listening attentively I find that Thando was defensive and argumentative by referring to what policies she has with Sanlam. My point of bringing up the service with other companies is that transparency is important and I used the example to help her understand what I mean when I am asking for the input data that FFW uses to determine the policy increases.
Her attitude to me comes across as her “wanting to be right”, impeding her from taking a professional approach, listening attentively and communicating skillfully.

Her reaction to my assumption that she is disinterested is based on my perception based on my interaction with her and her gene real response, tone, and reaction. Reminding me that I am making an assumption is getting on the defense, where instead the general notion around perception should be understood by Thando who is in a customer service position/people support position. This is why I think these issues are centered around emotional intelligence skills - a very important skill.

I had to ask/appeal almost with an overly detailed reasoning for an escalation. I think there is opportunity for Thando to have realized the importance of the feedback I have and suggested escalating feedback to internal and relevant stakeholders instead of jumping to defenses and only reiterating the basic answers she had provided me.

I urge you to listen to the inbound and outbound call with Thando and I and identify the opportunities to improve the customer service skills on her part.

I left detailed feedback with Thando about the information I am looking for from FFW and where I think FFW can improve… that was the main aspect of the long conversation I had with Thando. Thando inadequate support service skills is an additional element to investigate