Insurance firms and other evils

Insurance firms and their call centre minions pay heed.

Good customer service is more than a tick box activity, it's a fundamental element of business. And in these times of credit crunching difficult choices, customers will vote with their feet.

A word to the wise - never call a customer at home when she is off work ill and attempt to flannel said customer. The customer may be forced to adopt 'teacher voice' and make a list of demands shared only by a hormonal Mariah or a former Mrs P McCartney.

Ignoring letters and phone calls is a sure way to irritate the hell out of the customer and trigger all sorts of maniacal plans for retribution. My dealings have been on behalf of My Mad Mother who, as a sprightly pensioner with most of her marbles, has paid all her premiums faithfully for decades with no prior claims whatsoever. She deserves better. We all do.