Shop Talk

not allowed to question the customer's legitimacy, the system does it for us. We also *have* to do what the customer wants (if it's within our capability, ie: switching shipping addresses) if they become irate or if it's about to become a bad customer experience.

What Duder did was spook the customer. I can see that being encouraged in some call centers. At ours, it's verboten.




Just doing what's expected of me. Our sales go through such a vast screening process after an order is placed, that it's actually considered our job to do no more than place information into the system that the customer grants us and assume they are being honest until theres a fraud alert after the credit application.