Another day in customer service

[Orrex]

Me: I'll be happy to assist with that. For the phone record, could you tell me your full name and password?

Customer: Bob.

Me: .......And your last name, and password?

Customer: Smith.

Me: .......And your password?

Customer (annoyed): Rutabega.


Like pulling proverbial teeth.

[drray23]

1. I am surprised you even need to ask for the password.

Properly managed IT systems should never require that the sys admin or customer service rep knows the password of a user.

[Orrex]

2. I have never called a place that did that.

Not once, not ever. I imagine that such protocols exist somewhere, but not at any utility company, credit card company or cellphone company.

Oh, plenty of places auto-prompt me for my account number and password, but when I thereafter reach an actual person, they invariably ask me to verify my account number and password. And then they usually ask for the last 4 of my SSN.

Alternatively, the service provider may require both a verbal password/passcode and a separate PIN, the latter of which the customer does not reveal to the human operator.

[drray23]

3. Thats why we have such problems with cyber security.

Corporate America has not yet seen fit to invest into proper cyber security because its a direct cost to their bottom line. They may secure their backend systems but the front end which deals with customer info, not so much....

Update: meanwhile we see stuff like this :

http://www.democraticunderground.com/1017429004

[Orrex]

4. Well...

That's kind of like saying "the reason we have break-ins is because we have doors and windows."

No one has proposed a system that offers a better risk/inconvenience trade-off, so we keep the doors and windows.

Equally, until every local Sewer Authority (etc.) is able to perform phone-based threefold identity verification for every one of its customers in real time with no inconvenience to the customer, don't expect a change.



Regardless, when Bob Smith signed the contract and selected RUTABEGA as his password, he was acknowledging that he would be required to confirm these when he calls in.

[WinkyDink]

5. I have never been asked, by any company, for my password. I've had to answer a "Secret question."

[Orrex]

6. In practice it amounts to the same thing

Though, as above, I've never been asked a secret question except when resetting a password.

[WinkyDink]

7. Not for logging in, it isn't the same.

[Orrex]

8. Did the script in the OP look like a login process?

Perhaps I need to re-frame that fictionalized discussion for clarity.

[Kimchijeon]

9. Ugh, good times! I am always super conscientious anytime I call somewhere

I don't want to be an ass, and I want to make sure they get a good score etc, whatever.

Even if something's wrong, I know they didn't fuck it up, whatever it was. Least I can do is not be another in a long line of neverending grumpy jackasses for whoever takes my call.

[Orrex]

10. I'm the same way

Having worked in that world for a long time, I am completely sympathetic to the plight of fellow customer service representatives!

[crim son]

11. The company I work for doesn't ask for passwords, because we don't need them.

Get real. Just because you aren't asked doesn't mean your information is private.