Thursday, May 7, 2015 [Tweets] [Favorites]

Customer Service and Security

Dr. Drang:

The automated system asked me to punch in my account number, so I did and was put in the queue to “speak with a representative.” The wait was only a minute or so, and the first thing the representative asked me was my account number. This happens with almost every telephone support system I deal with, so I no longer give the poor rep grief about it, but it still bothers me. This is one of those dumbass pseudo-security features that make a manager somewhere feel like he’s doing something valuable.


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