To begin with, I must explain that I am an old-fashioned sort of guy, having been in the industry for about twice as long as most of the people I speak to have been alive. Some would say I am a grumpy old man – something I actually take as a compliment.
Last Friday, a client advised me that Standard Life had transposed employee and employer stakeholder contributions when collecting under a monthly direct debit and asked me to sort it out.
Although it was gone 5pm, I noticed from the Standard Life headed paper that it could be contacted up to 5.30pm so I telephoned.
It was my first experience of its voice recognition answering device but after careful diction I did manage to get through to a human being in approximately the right department. I wonder how anyone with a heavy accent could manage this? I have difficulty understanding many of the call-centre staff that I speak to.
When it transpired that I had not got quite the right person to help me, the individual to whom I was speaking addressed me as “you guys”. I remarked that I was not happy to be so addressed. Old-fashioned I may be but I do not expect a degree of familiarity akin to that which may be used when sending text messages to arrange a night out.
Mel Boustead Barbican Independent Financial Advisors, Peterborough, Cambs
Barbican Independent Financial Advisors,