caller id is very important. if a cardmember calls in and uses the phone number registered in the system, it immediately recognizes the caller and the account information pops up on the screen .. however there are times when the system is down... this means trouble.
everytime this problem arises, the first thing i ask for from the caller is their name.. next thing is their account number. if they cant provide me with the account number, i can either ask for phone number or social security number. in that way, i can pull up the account using those info. there are times when they don't want to give those informations and expect i be able to help them right away. that's what i really call.. trouble.
that was the kind of call i received recently. no data pop. the cardmember became suspicious and questioned my credibility. how can i go on with the call if there are no informations given to me? i was so patient, warm, friendly, sucker! no effect. the customer didn't give in. we went around in circles, he was so irate, he called me names, i tried to explain, i wasnt given a chance. so many complains. i just said, mr.. i apologize, much as i wanted to help you, much as i wanted to address your concerns, i possibly couldn't. the best advise i could give you is call back after 30 minutes. maybe the system is no longer down by that time.
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