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Right Answers, Wrong Voice
by David Dickinson, BOL Guru
Guru Bio
Question: A customer called the help desk for the balance on an account. He or she answers all the correct questions. The help desk operator checks the account and sees the customer is a male, but the caller sounds like a female. Should the caller be given the balance or refused?
Answer: If you are not certain you are dealing with the correct customer, you should never provide any information. You can always say your system is down and call the customer's contact number. If it truly is the customer, they should not be upset because you are taking extra precautions to safeguard their information. If you do find out this is the correct customer, then a note to the CIF data base might be helpful in the future. Something like "has a soft voice" or a similar comment.
First published on BankersOnline.com 4/14/08
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