Don’t Question The Questions

(We have to ensure a customer is who they say they are by asking them some security questions. Many customers get angry at this, but it’s the law. I get a call from an old man who gives me the account number.)

Me: “Okay, sir, I need you to confirm your name.”

Customer: *confirms name*

Me: “Wonderful. What is your date of birth?”

Customer: “None of your bloody business.”

Me: “I’m sorry, sir, but I have to ask you some security questions to ensure you are who you say you are.”

Customer: “Are you new? You seem really unsure of yourself and I don’t think you know what you’re doing.”

Me: “How long I have worked here is irrelevant. You must answer these security questions. It has been the law for some time now. If you do not answer these questions I cannot discuss your policy with you.”

Customer: “That’s the stupidest thing I’ve ever heard!” *hangs up*

(A few hours go by and I think nothing of it. Then my manager comes up to me looking very upset. Apparently the customer called and made a complaint and said I asked him lots of inappropriate questions including what his wife’s bra size was! I assure that I said no such thing and my manager goes off and listens to the call. I am then invited in with her into one of our training rooms when she calls the customer so I can listen in.)

Manager: “Hello, Mr. [Customer]. My name is [Manager]. I am the manager. I have looked at your complaint. I have listened to the call and I think you may have misunderstood my colleague. She did not ask for your wife’s bra size and she was following the data protection act as she has been instructed to do as is both the law and our company policy.”

Customer: “So, you’re saying that because you didn’t hear her ask those horrible, personal questions about my wife’s breasts on that recording of yours that it didn’t happen?!”

Manager: “…Yes. That’s exactly what I’m saying, sir.”

(The customer hung up.)