Incredulous

The past two weeks have been filled with jaw dropping moments. In terms of work, for those of you that don’t know, I work for a major telecommunications corporation, doing advanced tech support. The customers that call in for assistance are for the most part lovely, then you have the ones that are, well, not so much.

Let me ask you this, when you set up security information and can’t remember what you set up do you become angry with the person asking you to verify your information? If the answer is yes, the question is why?

Last week a woman called, I answered, I asked for the 4 digit code to unlock her account. She angrily stated she didn’t know it, I said no worries you created a security question for just this purpose. She began to scream she didn’t know the answer, at this point I hadn’t even asked the question. I tried to be the voice of reason, ma’am if you want to guess most people get the answer with a guess. She began to yell, I do look to see if she had given any other options to obtain access to the account. She had not, no email I could sent a one time code to, no cell phone number I could text a one time code to.

I explain (a little too gleefully at this point) she would have to take her ID and go to a corporate store and have them reset her security information. She then screamed she was going to sue the company I work for and hung up.

I was incredulous, sue the company because YOU cannot remember the information YOU set up. I want to be in that courtroom. No, I want to be on that jury.

I’ll never understand when someone gets angry with the person doing their job to keep their account information secure.

When I retire I am not going to miss being yelled at.

On the flip side I had a lovely couple call in that could not remember their security information, the difference, they had given us options to authenticate with. I was able to utilize the information and reset their information in under 5 minutes. They were adorable joking about their bad memories and how at least one was supposed to have remembered.

They did not get angry, did not yell, just had a sense of humor about the situation and I was happy to assist.

My best advice when calling for help, don’t be a donkey.