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[BG: I work in a UK Supermarket that has its own mobile phone network. Today I was working in our Phoneshop End BG]
Customer comes into the shop and says that she was told that if she paid £amount she could upgrade her phone, could I tell her when she could upgrade it for free
Me: Sure, can I just get your phone no?
Cust: Number
Me: And is the account in your name?
Cust: No, it's in my mum's name
Me: Well, unfortunately, due to the Data Protection Act, to give you that information I would need to speak to your mother, as it is her account.
Cust: I only want to know when the contract finishes!
Me: Unfortunately, either your mother would have to come into the store to get that information, or she could ring Customer Care and after a couple of security checks, they could tell her
Cust: OK [Leaves]
5 mins later, Cust returns and asks for a manager. I get manager explain problem and he speaks to her. She then leaves.
30 mins later, I get a call from the Store Helpdesk. It seems the customer has gone home and asked her DAD to ring up to get this information. I explain to helpdesk that it is illegal for us to give the customer any specific info on her mothers account and her mother will need to either come in to a store, or ring Customer Care.
Why get your dad to ring up when I told you we need to speak to your MOTHER?
Customer comes into the shop and says that she was told that if she paid £amount she could upgrade her phone, could I tell her when she could upgrade it for free
Me: Sure, can I just get your phone no?
Cust: Number
Me: And is the account in your name?
Cust: No, it's in my mum's name
Me: Well, unfortunately, due to the Data Protection Act, to give you that information I would need to speak to your mother, as it is her account.
Cust: I only want to know when the contract finishes!
Me: Unfortunately, either your mother would have to come into the store to get that information, or she could ring Customer Care and after a couple of security checks, they could tell her
Cust: OK [Leaves]
5 mins later, Cust returns and asks for a manager. I get manager explain problem and he speaks to her. She then leaves.
30 mins later, I get a call from the Store Helpdesk. It seems the customer has gone home and asked her DAD to ring up to get this information. I explain to helpdesk that it is illegal for us to give the customer any specific info on her mothers account and her mother will need to either come in to a store, or ring Customer Care.
Why get your dad to ring up when I told you we need to speak to your MOTHER?
But I don't live near my parents anymore, so I don't have to deal with him very much. He's a classic older guy who has worked for himself nearly his whole life, and has no clue what it's like to be employed by a large company. He doesn't know what it's like to have many corporate rules and managers/bosses watching you all the time. So I can see where his attitude comes from, but it doesn't make it okay. It's not like he's stupid, he just doesn't even try to understand, and would prefer to jump to the conclusion that the other person is stupid.
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