how would you react?

Philippines
February 24, 2009 5:18pm CST
My friend one day was talking to a visitor at work, though not really important since it is just a dealer. Now the phone rang and one of the staff answered the phone. It was a credit card company who was looking for my friend. Since she has a visitor the staff didn't inform her that the call was for her rather talk with the agent and got all the information there is about the credit card and when the call has ended just gave her a piece of paper with all the details. I know that credit card agents doesn't give off confidential information to someone other than the card holder herself. I told my friend that she should call the company for the details and should inform the supervisor of this agent about what had happen. This is a violation for me. Did this ever happen with you? How will you react given that you are in this situation? Does my friend have the right to get mad at the agent or to her staff having not told her that the call is for her? and She is just across the room where the phone is at. Please share your thoughts.
2 people like this
6 responses
@sweetie1026 (1723)
• Philippines
28 Feb 09
I think she should let the credit company of what had trasnpired between her staff and the agent. As for the staff, i get in that situation sometimes. In my work place the phone is located near my table, though, it is nor my responsibility to answer the phone, most of the time i do answer it. I often get calls for my boss, who is a very busy person with visitors and work. So, there are times that i just could not give her the phone, though the call is for her. What i do is take the caller's name and ask him/her to call back, because the boss can't get to the phone at that time. If ever the the caller starts giving me info that i should not know about, i cut her/him of the call and ask her/him to call back, then i hung up. I guess in that situation her staff got a little curious too of what the agent is telling her about your friend's credit info. Well, just my thoughts.
1 person likes this
• Philippines
28 Feb 09
That could be another reason behind it. I think it goes back to proper office decorum and professional ethics. There are just people who can't stop their selves of being nosy of other people business. . My friend as acted upon this situation accordingly. She reminded all her staff of the things to take note if they receive such call. My friend is just to nice that she doesn't want her staff to feel that there is a malice behind it.
@Bebs08 (10689)
• United States
25 Feb 09
Well, for me.. it is unethical to that staff and the agent to talk about personal matters of other people. Confidential matters should be kept between the person concerned and should not be broadcast to anybody. If I were the owner of the credit card? I will report the agent to the company supervisor. I am just wondering why the staff also keep on asking about it when the call is not for her? she's got to learn a lesson too.
• Philippines
26 Feb 09
Actually friend I am wondering about that too why every detail was given to that staff knowing that she is not the account holder. I don't want to give my judgment but with this instance I am thinking otherwise. I know the rules that are being followed by agents and they all know that it is really a NO NO giving such information. Too bad that it happen. I hope it will be acted accordingly.
@redhotpogo (4419)
• United States
24 Feb 09
yeah. That is a violation of privacy, and should be a violation of company policy. The agent that gave out the information should be fired. And the coworkers should have given your friend the phone, or said they are busy right now, and will call you back.
1 person likes this
• Philippines
24 Feb 09
Thant is exactly my thoughts. The co-worker should have told the agent to call back later since the card holder is currently not available. I think when you tell agents this they would usually offer to call back and shouldn't divulge any information. Oh well the damage has been done and my friends already called up the company and reprimanded them. She also called a meeting for her staff and discussed telephone etiquette and proper decorum.
• Canada
24 Feb 09
That's definitely a violation. If someone ever did that to me, there would be legal problems. I had a bank do that to me once, talking to my MOTHER when they relaized she was related to me. That was a total voilation of information. They should not have done that. I don't know what is wrong with people. I went right to the bank, and gave the Agent crap for what she did.
1 person likes this
• Philippines
24 Feb 09
I was almost in rage when that happen. I used to be a trainer in a call center before and I know the rules that confidential matter especially finances should be divulge to anyone except the card holder and this is a real violation of the contract of secrecy. My friend called the company and gave them a crap though she wasn't able to talk with the agent herself. I think this people should be re-trained. Thanks for sharing.
@messageme (2821)
• United States
2 Mar 09
I wouldn't be mad at the staff member for any reason. They were just being polite and not interupting her since your friend was talking with some one. However, I would be very mad at the credit card company exspecially if they gave out confidental information. I would definitely be talking to the supervisor of that credit card company! Not that it would probably make any difference.
1 person likes this
@underdogtoo (9599)
• Philippines
25 Feb 09
I think you are right that the credit card company should not be giving out information except to the holder of the card. She should complain. Cheers!!