When verifying customers that call into Koodo for help, why all the security?
If you have to verify all my three pieces of data, that you say are on the account, yet cannot seem to inderstand I do not want to provide all my details.....
Use your heads and ask for the first or last 4-6 digits for verification. There has to be some way to verify who you are speaking with, rather than follow the war on isis and airport patdown just to either find out how much you owe, or see if you qualify for a new phone etc etc.
If you really wanted to help customers, treat them like valuable resources and do not dismiss their requests.
If a child wants to change a plan on a parents phone, have them provide all the partial numbers and THEN send the parent an email to verify the changes to account. Not everyone has the memory to recall all the range of security passwords.
I also suggest you use a random number of questions that your customers can verify, and only they can verify, from which you select three questions.
E.G. What was the make of your first vehicle?
What was the name of your first pet?
Think outside the box and no matter what, always forward customers to a manager if they request it. It is frustrating to speak to another non-native speaker from another country who does not seem to get the idea of how much money has been spent on the account.
Recently I said you know you are speaking to the account holder as I can go down tomorrow morning and cancel this account for good. Now can I please speak to your supervisor?
It really does not have to be so complicated.