In this Knowledgebase
How NOT be made a victim by a Customer Service Representative
Did you know that companies who handle money and other sensitive data personal information? Thus, anything from date of birth, Social Security Number, and physical address may be available to the employee. It’s called Know Your Customer (KYC), and it is used to build online or physical profiles of customers or any individual who receives or handles money.
How does KYC affect you as a customer, even if you don’t handle or receive money? Simple: if you don’t have to handle cash or report taxes, you should NOT have to provide your data to companies. Therefore, as customers, it’s our responsibility to Know Your Company (KYCo). By doing this, we can safeguard our personal information from fraudsters or those who enable it.
Who exactly does customer service? For more info, read our knowledge base on who the people behind your customer service experience are.
Often, the age and location of a CSR can impact their ability to handle your data professionally. However, the main determining factor can be a company’s commitment to protect sensitive customer data. Other times, if we take out our frustrations on a CSR, they can, if they are unsupervised, take action to save your personal information for retaliation.
CSR comes from all walks of life, and for this reason, as customers, we must be diligent in protecting ourselves from CSRs who may have malicious intent for their customers; thus, what can you do as a customer that can make a CSR go out of their way to harm you? Follow these steps to determine if a company can be trusted with your personal information.
Start with researching about a company’s commitment to privacy.
Check job postings to see if a company requires employees to handle sensitive data.
If a company is committed to protecting data, does it have any industry or government recognition or certification for protecting personal data?
- What is their public track record for dealing with handling private data?
- If you Google a company’s name, do they appear in the news section with positive or negative reviews about their performance handling personal data?
- When you contact a company, what are the risks of your information being leaked?
If you use chat or email to connect with a company, your IP and location can be tracked – beware of the ramifications of CSRs or individuals who can use your data without authorization.
What’s the accurate track record of the company you’re doing business with? The reality is that if the company is not a bank or a financial institution, there’s a possibility it will not be security or privacy-minded. Therefore, you have a decision to make if you wish to do business with a company that may, at the very least, have an internal leak that grants access to your personal information to individuals who can cause you physical or financial harm. Here’s a simple example of a CSR getting in trouble for fraud; it’s genuine.
What can you do to protect yourself from CSRs or individuals who have malicious intent?
- For your online protection, be sure to use a VPN service to guard your actual location.
Go deep – find out if your company’s data has been leaked. Even if you don’t find a new media article, it’s still possible that a company may still have its security and personnel compromised.
Free Resource: https://haveibeenpwned.com/
This website will not only help you determine the company you’re in the process of doing business with, but you can also find other companies who have given your personal information in the past. Do not be a victim and decide if you will do business with a company that may have security issues.
When you call a company, block your number if you won’t be talking to a financial institution you know and trust.
Use our free knowledgebase to enhance your customer experience