I don't understand?

Question

I work Technical Support for a large telecommunications company. Part of my job involves me verifying who I am speaking to so that I do not release customers private information. That being said WHY would somone who is not the account holder call up, state they are the account holder when they are not and proceed to get upset when they cannot verify they are who they are pretending to be only to at the last moment admit they they are not the actual person. WHY? I've had grandsons say they are their grandmothers, I've had daughters say they are their father and each one has been upset when I've told them I can't help them. What do they expect? Oh sure your names Aaron A Aaronson...ok your needing your Bank Account Pin code changed...sure I'll do that for you right now. Verification? No we don't need that we'll take your word for it! Hmmmm..in a perfect world maybe.

carmenivy, I think I want your bank account information. The reason we do that and everyone else do that is for your protection. So you don't call up bitching about your bill when some jerk calls up pretending to be you and orders services you never wanted or gains access to your personal/private information so they can steal your identity. Its all funny until your a victim of it.

For those people who are deaf there are services provided by 3rd party companies that will relay the conversation between myself and another person who will type in what I am saying thant relay the callers response to me.

Answer 1

Because my father has a disability which makes it hard for him to speak on the telephone (and even harder for the person on the other end to understand), I make calls to his service providers al the time.

In most cases we set up arrangements where I am an 'authorised person' on his account, but it has only been through many years of trial and error that I have found out this can be done.

Many times I have heard people say "Oh just phone the company for me, would you" to someone.

While I don't think you are at fault for following the instructions of your company, service providers also need to remember that rules regarding 'privacy' and 'identity theft' are very new and a little alien to many people, especially older people with little computer or technical experience.

All the points you make are valid, but for someone like my Dad, whose last dealings with companies was in the days before email, mobile phones etc, the new rules can be difficult to understand and follow.

I don't think the people who phone you are ALL deliberately doing the wrong thing, some are just trying to do a favour for someone, and part of your job is always going to be to help these folks understand that times have changed and while they are a very honest person, the company policy is strict because others are not honest!

Working with the public can be very tough (I worked ina call centre for five years, so I am very sympathetic), but customer service is always going to be a need. Sometimes when we think customers are stupid or ignorant, they are simply elderly, confused or new to technology.

Be glad you've got the patience to deal with them, and be aware that a friendly, helpful tech support person is very much appreciated by most of us here in "I need help" world :-)

Cheers :-)

Answer 2

Obviously none of these people have ever had their identity stolen - I appreciate it when people ask me for verification, when they actually CHECK the back of my credit card and ask to see my ID - the people that you are dealing with are probably one of two types - 1) they are trying to help the person that they are calling for 2) they are trying to change something without telling the person (ie dad). My ex bf is in a similar line of work and he complains about that with the calls as well - he usually just drags them out a while though and then tells him he can't help them - he was kinda onery that way.

Answer 3

The world is just full of nutty people with an inflated sense of entitlement. If you keep working with the public, you will run into many similar situations. For example I just had to deal with a customer who was upset that she couldn't return a dress without a receipt, and it was even ripped. What kind of store takes returns without a reciept? If a shoplifter finds one they could get rich that way. A supervisor even told me to give her a voucher for the store but she didn't want it and left in a huff. Anyway, don't let all the crazies get to you.

Answer 4

You raise a valid point. The questions you ask protect us. Some people would love to upset someone elses bank account or telephone account or any thing else just to get their own enjoyment.
I'm curious. I have friends who are deaf. They can sms and fax and email for themselves but to use a service like yours they may have to ask their parent (who can hear on the phone) to call on their behalf? A deaf person may need to ask their son or daughter to ring for them to check on a bank balance, to change phone schemes, to change an address. How would you assist a deaf customer???

Answer 5

I understand your frustration with having to work with the public. Most people are selfish jerks. People who have to deal with them on a continous basis, need someway to vent that frustration. Hearing excuses or grown people throw tantrums doesn't make your job or life any easier. Quite frankly I believe anyone who provides service to the public deserves hazard pay. Until then I hope you can find a way to relax and enjoy things again. At least not everyone you come across is a jerk, and you are appreciated for your efforts and ethics.

Answer 6

I had to call and "be" my (now ex) husband all the time. He just *wouldn't* make important phone calls, like when there was an outrageous overcharge on a bill. To get the job done, I had to call.

Older people tend to get confused, so a grandchild might be trying to help out a grandparent.

Answer 7

Obviously its people lookin for ways to use identity theft! Thank God that u are smart enough to figure out that these people aren't who they say they are! You have a very powerful job in these hi - tech times! Be careful! It will always happen and these people will find more clever ways to try to trick you!

Answer 8

I pretend I'm my husband all the time. So what. He can pretend to be me any time he wants. I think it's dumb when they make you verify that you are indeed that person. What do you think of that?

You think that everyone should follow your rules without any personal agenda for themselves. Sorry, I have little respect for technical support people (for all kinds of businesses) over the phone. They have been quite rude and unhelpful to me over the years, and really to everyone I know. If I can trick them, I don't lose any sleep. If it's a family member, maybe they are just calling because the other person can't. Like my husband works a shift that makes him unavailable during business hours to call such places, so I have to do it. So if I can "trick" you, good! And as for wanting my bank information? L my B's.

Answer 9

They aren't mad at you. Don't take it personally. They are mad because the processes that you follow don't allow them to do what they want / need and another way with more work will have to be transcribed in order to accomplish their goal. Keep following your processes and remember, they don't hate you, they hate the policies.

Answer 10

Yes i understand the thing which you are trying to make me understand in an understandable way which is quite un understandable but still understandable which makes me to say UNDERSTOOD..