London&Country Untrained Staff

boy_3

Called L&C yesterday for a mortgage quote. She said I had to give her all the info on phone and somebody was going to call me back in few days. Sounded like unnecessary step in the process as the other guy could do it as well.

But, anyway I agreed to it and started giving the details. She was such an impatient listener that she kept repeating words few times. After a while, I just had to say that she was untrained in talking to a customer over the phone and decided to close the call. Horrible!! Why transact on phone if you can't listen to your customer. These call center people (she sounded like british white female, so no other problem I guess) really need a good training in communication skills.
I'll go face-to-face or online now, which :&C people don't do. Useless I say. Just my view.

Willsnarf1983

if it was taped it may be worth sending a letter to her boss and suggesting he listens to the tape of the conversation

Will

Ems*Honie

I have dealt with L&C and found them excellant.

Could it have been a bad connection and she couldn't hear you? I am a trained telephonist and it can be really hard to hear some words, if these words are important then they would need to ask you to repeat them to confirm them.

Also when you are trained to deal with customers on the phone they teach you to repeat some words back to the customer as a way of letting them know you are taking note. It also could have been her first day?

Sorry if I've misunderstood your issues with the call? I would fully rec you try them again, our broker through them was truely helpful, and between him and the admin departmant we have organised two mortgages, both specalist, and life assurance, and should complete within 3 weeks start to finish thanks to the customer services they give.