We have to verify information at my job. I usually do it at the beginning of a call but if a customer seems impatient or angry I'll skip some of it and work it in at the end when their calm. Most people range from compliant to irritated but understanding. Guy calls in yesterday who is confused.
SC: What do you need?
Me: May I have your telephone number?
SC:*gives number*
Me:This is the account for business?
SC:Yes.
Me:I have address as the delivery location?
SC:yes...
Me:and address as the mailing location (we do this because we were getting tons of returned mail and people who weren't getting their bills because they assumed we knew their mailing address. If they are the same I just verify they they're both instead of asking 2 questions)
SC:yes...
Me:and who am I speaking with?
SC:Listen all that information is correct. I didn't call about that.
Me:I understand that sir; we have to ask questions for security purposes when accessing your account. I apologize. How may I help you?
SC: I didn't call to just tell you that stuff, I need my delivery date.
Me: oh, ok well delivery is scheduled for today.
SC: Why didn't you just say that?
Me: I am sorry sir, I know the verification process can be frustrating. However it really is for your protection.
SC: I didn't call to verify information! I called to ask you for my delivery day! Can you understand english?
Me: Most of the time, yes.
SC:…click
SC: What do you need?
Me: May I have your telephone number?
SC:*gives number*
Me:This is the account for business?
SC:Yes.
Me:I have address as the delivery location?
SC:yes...
Me:and address as the mailing location (we do this because we were getting tons of returned mail and people who weren't getting their bills because they assumed we knew their mailing address. If they are the same I just verify they they're both instead of asking 2 questions)
SC:yes...
Me:and who am I speaking with?
SC:Listen all that information is correct. I didn't call about that.
Me:I understand that sir; we have to ask questions for security purposes when accessing your account. I apologize. How may I help you?
SC: I didn't call to just tell you that stuff, I need my delivery date.
Me: oh, ok well delivery is scheduled for today.
SC: Why didn't you just say that?
Me: I am sorry sir, I know the verification process can be frustrating. However it really is for your protection.
SC: I didn't call to verify information! I called to ask you for my delivery day! Can you understand english?
Me: Most of the time, yes.
SC:…click
Comment