Customer Service - It's all about sales.

<p>I recently contacted Outsurance to get a quote for my vehicle. I was assited by Remo. A very upbeat and witty sales consultant. At the beginning of the conversation I told him +/- 3 times that I am only caling for a quote. He proceeded with 'sales talk' trying to convince me that this was not a quote. I let it be and asked him to start the process to working out my insurance premium. Once he had given me the premium, I thanked him and told him I will think about it and be intouch. He would not accept this. He said that he is giving me a good deal. I did not argue with him as I did not know what other insurnace brokers charged. He offered me a discount but before he would tell me the amount of the premium less the discount, he needed me to give my word that I would definitely be taking my vehicle insurance with Outsurance. This went back and forth as I repeatedly told him that I cannot do that. I needed time to think and compare quotes. He began being harsh and irritable as I would not accept the discount immediatly. It was like speaking to a different person. That is when I realised his politness was due to him wanting his commission rather than upholding the Outsurance brand. Eventually I told him I would email him or call him before his shift was over. 5 minutes before his shift was over I dedcided that I was not happy with his service. If I was going to take insurance with Outsurance I would do it through another consultant. He called me and in an irritated and rude tone said - You were suppose to call me. Firstly, you address customers by their names to show respect. Secondly, well done on doing a follow up call but however, the tone is unnacceptable. I told him I needed more time to think and I was quite firm about it. This all occured on a Saturday. Monday and Tuesday of the following week I received numerous calls and emails from Remo. All calls and emails were of an irritated, rude and abrupt tone. Also, I had mentioned to him that I cannot talk during working hours as I was on a tight deadline at work and he should call me during lunch only. He called me 3-4 times consecutively on Tuesday. Eventually I told him I will not be taking the insurance. He responded to my email with - why not? Is this the email etiquette Outsurance teaches its employees during training? I responded by telling him that I was not happy with his service. I am yet to receive an email from him with an apology or explanantion and it is 1 week later. </p> <p> </p> <p>Outsurance is a well known brand and household name. When Remo asked me how I had heard about Outsurance I could not tell him because they have always been the brand I associated with insurance. They were simply always around. For this reason I wanted to take my insurance with Outsurance but after not receiving a simple apology from Remo, I would not deal with them again. </p> <p> </p> <p>Outsurance, each and every customer matters. Whether I pay insurance of R500 or R30 000 - your customer service should be priority at all times. </p>