“For Your Protection!”
Ask Out-of-Pocket Questions:
We often find ourselves in an uncomfortable position when we need to authenticate callers or visitors. It feels uncomfortable because in order to accomplish our jobs, we need to ask questions which can come off as rude or impolite.
But there is a way we can turn this potentially negative customer experience into one that improves our reputation. Asking people out-of-pocket questions, such as the amount of their last deposit or their mother’s maiden name, should be handled very carefully. We have found that three simple words, “for your protection,” go a long way towards helping customers realize why we’re asking these strange questions. Furthermore, we’re finding that customers will work with you if you accompany those words with a humble request for cooperation, such as “can you help me?”
Turning a potentially negative incident into a positive experience can be as simple as saying, “Sir, can you help me. For your protection, may I have your permission to ask some verification questions?” We are now politely educating our customers, instead of just being polite. We now come off as a bank concerned about protecting the identity and integrity of our customers. And we are!
Click here for more information about User Awareness Training.
The purpose of Vigilize is to respond to ISO’s complaints that users never read ISO’s “ongoing security awareness training reminders.” Our tweets are designed to be copied into the subject line of your awareness reminder, with the language on these pages put into the body. The goal is that the user will have to read the subject line to know to delete the message, and if they understand the subject line the reminder is communicated. If not, they will go into the message and read the reminder.
Feel free to use Vigilize in your own Security Awareness Program. Let us know if you have any ideas, suggested tweets, or ways to improve this FREE service.