Audio Podcast: Empathy
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- View Transcript -I recently received a call from one of the telecoms companies I use for least cost routing at home. As soon as I answered the phone the person calling me asked to speak to Mr Wadhwani, I said that’s me. She responded with “For security can you give me your date of birth and home address?” You can guess that I didn’t give her any information without asking her for details of who she is representing. She replied “I need to know I am speaking to Mr Wadhwani, can you give me your date of birth … ” – this went on for a while – eventually she told me where she was calling from and about what. We must have wasted 5 minutes in a call that should only take a total of 1 minute just because she would not identify who she was representing. More and more of us are wary of potential fraud calls so if your staff make calls and need some ID, make it easier for the customer to identify you and at least offer a toll free number so you can call them back and check who you are talking to otherwise you are wasting a lot of time and potentially frustrating customers as well.
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|Every Contact Counts||Customers Wary Of Fraud Calls||0 - 100% Rollout Can Hurt|
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