Shop Talk
yes customers, you HAVE TO authenticate your accounts!
customer calls in, and has an attitude to begin with..
Me-"Thank you for calling ________. May I have your wireless # please?"
C-"You didn't call me, I called you!"
Me- 🤨
C-"I have a question about my plan."
Me-"Okay, I can help with that. May I have your wireles #?"
C-"Blah blah blah"
Me-"Are you the account holder?"
C-"Yeah!!"
Me-"May I have your name?"
C-"Uuuhhh!!!! Blah blah!!!"
Me-"May I have the pin #?"
C-gives the wrong pin
Me-"Your pin # is at least 6 #s."
C-spells out a word
Me- 😕 "Okay...you said blah blah...um..again the pin # is at least 6 Numbers-"
C-"Look!! I just have a question about my plan!! What is so freakin hard about that?!!"
Me-"Nothing, but I am required to verify...
(continues)
Me-"Thank you for calling ________. May I have your wireless # please?"
C-"You didn't call me, I called you!"
Me- 🤨
C-"I have a question about my plan."
Me-"Okay, I can help with that. May I have your wireles #?"
C-"Blah blah blah"
Me-"Are you the account holder?"
C-"Yeah!!"
Me-"May I have your name?"
C-"Uuuhhh!!!! Blah blah!!!"
Me-"May I have the pin #?"
C-gives the wrong pin
Me-"Your pin # is at least 6 #s."
C-spells out a word
Me- 😕 "Okay...you said blah blah...um..again the pin # is at least 6 Numbers-"
C-"Look!! I just have a question about my plan!! What is so freakin hard about that?!!"
Me-"Nothing, but I am required to verify...
(continues)
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i kinda had that happen in my store. customer not on the account wanted to do an esn swap. told her i needed to call the account holder to verify the info and if it ws ok. then she start with GAWD WHY? NO-ONE ELSE DOES THAT. i told her that they should. after i verify with the account holder that it ok. she tells me that the other people here swap for her no problem. i told her well then they will get fired and i wont.
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😡 i hate it when they do that today i had a similar call, i mean is it so hard to memorize a stupid passcode or security pin?? 😕
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im going to say yes, cause about 84% of the people i talk to can not remember the security pin.
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most of the people i get remember their security answer though
the ones that dont are the people calling in for other people
you know when you ask for the name and they say "uhhhhhhhh"
the ones that dont are the people calling in for other people
you know when you ask for the name and they say "uhhhhhhhh"
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if they would just go with the flow they would have all the info they needed but instead they waste more time arguing then actually getting things done. i guess people are just, well..... board.....
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Also when you get a male customer call:
-And with whom do I have the pleasure of speaking with today?
-(Random female name) ex. Melissa Heart
-And with whom do I have the pleasure of speaking with today?
-(Random female name) ex. Melissa Heart
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and you know, if we didn't do all the verification/authentication and the were vulnerable to fraud they'd still be mad- demanding we do more to protect their info. 😕
I just repeat myself "I'm sorry (we have to say that), but for your security we do need to properly verify the account" repeat as needed... lol
I just repeat myself "I'm sorry (we have to say that), but for your security we do need to properly verify the account" repeat as needed... lol
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Actually they do require accounts verified with almost every carrier, I work with AT&T and we have to verify all accounts. My service is with US Cellular, and they always verify my account with me, and when i worked for Verizon we verified all accounts. Its a standard anymore.
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