Security Checklist for Contacting Customer Service

Security Checklist for Contacting Customer Service

In this knowledgebase

• Why having a checklist for contacting customer service can protect your privacy and money
• What happens if you don’t have a checklist for contacting a company for service and support
• As a customer, what can be done to protect your identity and personal information

When contacting customer service, certain actions need to be taken to avoid data leaks of personal information. As customers, we must protect our personal information and family from fraudsters.

As customer service professionals, we have put together a of actions to consider. Instead of you being in control of a conversation with a customer service representative (CSR) will. Thus, if you have multiple issues, but no checklist, it’s possible that some issues or concerns can be missed. Even with CSRs who are fully committed to their work can easily miss some of your concerns.

1. Ensure that you have the correct contact information. Use this free website business directory to ensure you’re calling the correct number.

• Use the contact channel that works best for you at first.
• If you do not get a response, within 2 business days, move to the a more direct form of communication. See this free resource on Channels of Communication.

2. Be privacy-minded to ensure that you have all your relevant customer-related information on hand.

• What is your company’s privacy policy?
• Is the company you’re contacting fully committed to privacy and security?
• Are company’s employee’s aware of their company’s commitment to privacy?
• Do you understand the privacy policy of your company?
• Are there any disagreements that would prevent you from doing business with your company?
• Is your company flexible with their privacy policy?
• Does a company need your real name or address?
• Can you find your company’s address on Google Maps?
• If you call your company’s line, does it reach individuals who should have access to your person information?
• Why does a company need your Social Insurance Number?
• Does your company need this in their database? If so, what is their procedure from safeguarding it from unauthorized individuals?
• If your company is doing your taxes, are they using a third party, a contractor, or a local employee to process your taxes with the government?
• In case of a security breach, does your company have insurance or a plan to deal with the legal fallout?
• Should you really send ID to confirm your identity?
• If you ever need to provide ID, does your company have a secure way to access your personal information?
• Is your company caught up with the times that they use a secure channel to verify your personal information?
• Does your company have any alternatives to receive your personal information?

3. Make the list of questions you have regarding your customer service issue or question.

• What is the most important issue you need to address? Whatever your question or concern is, be sure to number your questions by order of priority.

Need_______________________

Great to have ________________

• Be privacy-minded. Do not disclose all your information to a company that you do not know.
• Ask yourself if a company really needs to have your full name and address or other personal information, this is key.

4. Be ready to note down the name of the customer service representative who helps you, along with the time that you spoke to them.

Not all companies record their calls, so ensure you know who is serving you. CSRs who are working remotely will not have anyone listening in the background. However, companies that have a Quality                Assurance program to supervise CSRs.

5. Whenever it is allowed, make a recording of your conversation in case you need to make reference of your conversation. As for chat, most chat systems will allow you to email a full transcript of your conversation.

When contacting a company for support even if you deal with a company that is committed to protecting private information, there’s still a possibility that your information can be compromised or leaked to unauthorized individuals. Thus, you have to be very cautious to not fall victim to a CSR with ill-intentions. Read more here.