I dont know about you, but dealing with these robot pretend chat customer relations people online “does me ‘ead in” but once you get past it can be marginally better than hanging on the phone forever.
Having said that, my medical fund staff and service at NIB Medical Fund are always great, but it was after hours by the time Ihought about the information I needed from them.
The chat robot gave in immediately on the typed chat site, it could not ollow my simple query, and offered to ‘put me through to a human’ (sic). ‘ok hurry up’ I typed teresly, not holding out much hope. I am used to dealing with Telstra.
And voila, there was Nicholas. Now Nicholas was cool. He was right on it. He put me at ease, had obviously read the file in that few seconds, and even worked outside the script.
Nicholas is World Leader in online problem sorting. Fortunarely he didnt have to understand my Scottish accent, since I type in Australian English (apparently there is a difference).
I even asked him a trick question, “since my quote for my 2 teeth on a denture is $1400, I have $760 left with you, you pay $60%, so what will you actually give me?”
This is where Telstra on the phone would have hung abrutly, pretending a line break from Indonesia. Not NIB, not Nicholas.
Without even starting with ‘Duh!’ back he came in a flash. No not a real flash, my tablet is working fine.
This was great news. I felt so relieved. Only $640 to pay. So while I had my new best friend there I asked him why they had rejected my refund for my blood pressure machine, in the faint hope Nicholas could work miracles.
Other customer relations personnel would have sneeringly pointed out that if I had bothered to read their email (I read as far as ‘rejected’), there was light at the end of the tunnel. I had it in writing. Instead he swiftly inserted the relevant print, in clear-to-see print. Impressive.
So he checked the name of my provider. They were approved. Told me how to go about resolving the issue.
I was getting euphoric! I had paid $90 at the chemist for a blood pressure machine. I could claim 60% after all. You do the maths. I was ready to go and lie down, mentally and physically, but Nicholas was firing on all cylinders.
While I was slow-typing he was checking my file and mentioned that I didnt have a third party to deal with things in an emergency on file. So we promptly dealt with that as my long-suffering and highly trustworthy elder son has reluctantly accepted power of attorney.
It was time to wrap things up, and not only had I been treated with dignity, which believe me at our age is rare, I was about to get a refund I wasnt expecting, once I ring the chemist to ask for an official receipt. We will see how that goes. Time to say goodbye. But the elation was going to my head:
Nicholas replied that he liked my sense of humour. What a lovely person. He asked if there was anything else he could help me with. ‘No thank you, I love you, Bye for now’, and I disconnected before he could type ‘DAFT OLD BAT! I had such a good evening after that.
I confess to getting anxious these days when dealing with things that before would not have phased me. I used to organise festivals and functions for Heaven’s sake!
It is partly a Parkinsons thing, but young servers in shops can give that shoulder lift as if gearing for trouble that instantly sends my mind blank and I do end up meeting their expectations, to my inner annoyance.
So hats off to Nicholas and NIB for great customer relations.
Update: Heard from NIB today. The receipt my chemist emailed me for the blood pressure machine was promptly uploaded and today I heard back that $60 is on its way into my bank account. I also copied this item into the NIB facebook page and had a message back to say they would follow up with Nick to let him know his work was appreciated.