Cyndy, life IS too short. I make it a point to eliminate contact with people like this. I was practically willing that woman to answer yesterday when I called. I was prepared to give what was received.

As always, great post on an important topic. Here are a couple of quick thoughts after reading what you wrote:

* Not to pick any fights with yer husband, but I have a problem with "She's a bit volatile, but she's excellent at her job." To me, this is akin to "He occasionally beats his kids, but otherwise he's a great Dad." This woman's customer service skills (or, again, lack thereof) are just as much a part of her job as is her supposed computational wizardry.

* Continuing with this theme, this story is an excellent reminder that we are *all* in the customer service business. I don't care if you're handing bags of burgers through a drive-thru window or attempting to negotiate peace in the Middle East. Everyone who is lucky enough to have a job these days is providing some type of service to some type of (say it with me here) customer. This woman isn't being paid to crunch numbers — she's being paid to crunch numbers *for her customers*. Big difference — and one she and her supervisors have apparently missed.

* As for your frustration at not having addressed this unprofessional behavior at the time it occurred, I think you can turn this delay to your advantage. Calling this matter to the supervisor's attention at a later date, when the emotions of the moment have subsided (somewhat, at least 🙂 will, I think, allow you to address the problem in a more calm & professional manner than might have been possible at the time.

Looking forward to reading the follow-up report!

But I'm a dolt, right?

Behaviour such as hers drives customers AWAY. It's patterened behavior, not individual behaviour,which means she will alienate enough customers it will show in the numbers.

And let's face it, if she had so much talent, she'd have been promoted a long time ago.

I understand insurers don't want to lose business, but giving crappy answers and lousy service is NOT going to make anyone want to stay with them.

It was apparent throughout our exchange that she was not listening at all. She had it in her mind that THIS was what we were doing, not THAT. I think my husband was biting his tongue in half – he's prone to getting right back in their faces and demanding proper treatment. I'm actually quite surprised at how well he behaved given what the woman was laying on him. Naturally – the time I really hoped he lay into someone! LOL

I worked in an insurance office for two years. I know it takes nothing to move those numbers around. I also know that when someone makes a request, you honor it. If they decide to lower coverage, you give a short explanation of what that could result in, such as taking away comprehensive coverage and opting for liability only. You don't hear "change the numbers" and lose your mind all over the customer because in your head they're being idiots.

She never heard us. The boss came in and heard just the tail-end of the conversation (after the woman had clammed up) and repeated to ME what it was I wanted, then she showed me the papers the admin had printed but never bothered to show me.

Devon, I'm talking with the boss on both counts. I'M the one with the money here. I'M the new customer. Talk to ME. He just brought me to the office so I could find it.

What ever happened to good old fashioned listening skills?

No one's "talented" enough to get away with that kind of behaviour unless they've just come up with a cure for cancer.

He nearly asked her if she acts like this with all new customers, because hey, I'm a new customer. I'd never set foot in that office until yesterday. She assumed because we were married, there wasn't a choice for me, and she even said, "A husband and wife can't have separate policies." Want to bet? I've had a separate COMPANY handling my business for years. And I know enough about your business, woman, to know you're stretching the facts on that one.

Yes, I'm still angry.