After being yelled at from QA for not verifying a customer before giving him a modem's security key, I now go through the normal verification process for the person listed on the account if someone asks for it. Our new wireless modems have a remote interface that I can pull up and see, and if a client wants me to give him/her the key, I have to verify them first.
On to the SC, or really just a young punk....
SC: I need the modem's security key so I can connect my laptop to it.
Me: Okay, I'll tell you where it is first, it's on the bottom of the modem and....
SC: It's in my little sister's room, she's sleeping and I'm not waking her.
Me: Okay, that's fine. I have it in my database but before I can give it to you, I need to speak to the authorized user on the account, [name].
SC: Well that's my mom and she's out right now.
Me: Well then my recommendation is when your sister is up look on the bottom of the modem for the key, or wait until your mom gets back so we can speak to her, then we can give you the key.
SC: I'm her son, dude. I'm pretty sure she's not going to get bent out of shape over you giving me the key....
Me: Unfortunately, security policy states before I give out sensitive info, I have to verify some info from the authorized user.
SC: Sensitive?! It's a fucking security key!
Me: Sir I'm simply following policy, there is no need to hurl profanity at me....
SC: Fine but just tell me why you have to have our life story pretty much to give out something as simple as a modem's security key. And keep it real, not some scripted talking points either....
Me: Okay, very well. Let's say I receive a call from customer X, looking for the modem's security key. Only problem is, he's actually not customer X, he's actually his
neighbor calling in to see if we can give him the key so he can leech off customer X's internet for free....
SC: I'M HER SON DUMBASS! NOT HER NEIGHBOR TRYING TO STEAL HER INTERNET! THIS IS FUCKING BULLSHIT!
Me: Sir, keep this call professional, I've already told you once to stop hurling profanity and now insults....
SC: Why should I be professional when YOU JUST ACCUSED ME OF BEING A THIEF!
Me: Sir, you told me to "keep it real," well I gave you the biggest reason why we need to speak to the authorized user before we can give out the key....
SC: What is your name?
Me: *Gives first name.*
SC: Last name?
Me: We don't give last names.
SC: Well I want to speak to a manager, I'm going to report you!
So I transfer him to a sup, sup tells me that the punk accused me of having a "suspicious attitude" towards him and that I called him a thief looking to steal his neighbor's internet.
Sup reviewed the call, took my side and filed the punk's complaint under G.... for garbage.
Well, you told me to "keep it real"....
Linear Mode
