After a roundabout turn form our underwriter to no longer offer TDE despite an earlier deal, I have had to appease customers.
When customers come in a stampede
Customer demand being too high is usually a “good problem to have”, but since I have been the only player in the market offering TDE we have literally had more than 30 times the usual volume Our call centre was swamped and our website also buckled under the pressure, not a good place to be when we were not able to accommodate all the customers who wanted to add TDE to their policies. What’s worse is the underwriter pulled the TDE so some of those trying to add it on Friday couldn’t get through. This has caused an influx of calls and complaints. Sometimes in trying to do the right thing you end up with a whole host of new problems- all you can do is put it right and put your best foot forward, showing you are doing what you can.
I made the following video for customers to show them I do care, and explain what we are doing to put the situation right.