Why Don't the Customer Service Reps.....?
By coolchic101
@coolchic101 (848)
United States
June 4, 2007 10:01pm CST
Whenever I talk to customer service reps on the phone, usually, they have some sort of identification number when I ask for it, that way they don't have to tell their last name to identify them, especially, when there are 3 other customer reps with the same name.
But sometimes customer service reps don't have an identification number and when I ask for their last name or some sort of id, some of them hesitate to tell me and one person said "Why would you want to know my last name? I'm James and there's 2 James here". I always say that "I would like to know who's accessing my account since there's a bunch of personal information in there and I don't think it's fair that I only get to know your first name. If you can't tell me your last name, you have to tell me something that's used to identify you." Then they get adversial with me.
I have to ask their id or last name from now on because before some customer rep screwed up my account and there was 3 other reps in the company with the same name and it took them a long time to investigate who messed my account up.
1 response
@PunkyMcPunk (1477)
• Canada
5 Jun 07
I work for a Telecommunications Company in the Western States. I am not legally able to say their name... Anyways!! I am Amanda.15544 so I know what you are talking about. We aren't supposed to actively provide our last names as a way to protect our identity. YOu cannot believe the amount of folks that will wrack up a bill get disconnected and then call in and it is MY fault. I had one lady scream at me for 1 hour and 45 minutes a few weeks ago because "I" disconnected her cable the night that American Idol had it's finale. I was every bad name that lady could think of.
Or there was this one man... He actually scared me and made me happy that he didn't know my last name or where I lived.... It was Labour day weekend (last year) and his neighbour was installing a sprinkler system and accidentally cut this guys phone lines. I told the guy I was really sorry but due to the holiday yadda yadda yadda in all likelihood he'd be out of phone service til Tuesday. Well this guy went off the deep end, threatened to sned me a letter with Anthrax in it. Threatened to letter bomb me etc.... Scarey! My boyfriend said I should have reported him to the cops or something....
But.. if a customer asks we must disclose our last name and if a customer asks we are supposed to tell them where we are located. But we aren't supposed to volunteer the information (other than our first name).
@coolchic101 (848)
• United States
5 Jun 07
I know that customer service reps aren't required to give out their last names as a form of identity, but if they say that "I'm the only Megan here." and it's a small call center and they don't have an id #, then I'm fine with that. But if they say that "There are 2 Megan's here." and they don't have some sort of identification #, then they have to give out some sort of identification.
I do not threaten customer service reps (I have worked as a customer service rep before, so I know what they go through every single day). I asked politely what I need as reference (identification # or last name or something to identify them) and they go hesitating and becoming adversial with me. They have my name and address and my card number, so if it's someone who's going to be a victim of stalking and theft, I would be more at risk. Giving out their last name isn't nothing. I do not have their home address or their card number and what not.
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