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Morning to you all.
A lot of our members have been reporting dodgy calls from so called Customer Services Reps, who obviously aren't.
As a former C/S rep, this makes my blood run cold, so with Cel and Sapphy's kind permission I would like to run through what you can expect from a genuine C/S call, and how to make sure you are not a vicitm of the scammers.
A typical call
"Good morning/afternoon,
May I please speak with Mr Gentleman or Mrs Lady? My name is Puff and I am calling from Inventacompany ltd. Is it ok to talk at the moment?"
IF IT IS NOT
"That's fine, is there a better time for me to call you, or would you rather have my direct number and you can call me at your lesiure?"
IF IT IS
"Lovely, as I say my name is Puff and I am calling from Inventacompany Ltd and I am calling regarding your pet mouse's life assurance policy, as I have called you, may I ask you some security questions so we can go in to the account and for DPA?" (this is a normal step and MUST be carried out, at NO POINT of this stage will the advisor ask you for bank/credit card details.)
"Are you the Account Holder? / And I am speaking with the Account holder? *for registered 3rd parties* the Account Holder is happy for you to do this?"
IF YOU ARE UNCOMFORTABLE AT THIS STAGE, HALT THE CALL. TAKE THE ADVISORS NAME AND EXT NUMBER AND END THE CALL. CALL THE C/S DIRECT AND QUOTE THE NAME AND EXT NUMBER OF THE CALLER. A GENUINE CALLER HAS LEFT NOTES AND WILL NOT MIND THIS IN THE SLIGHTEST... AND NO, WE DON'T GET IN TO TROUBLE IF YOU DO THIS!
The advisor will now explain to you exactly what it is they want, and discuss your options.
IF you decide to take out a new product with them, they may ask you if they will add that to your bill, or would you like to make a one off payment.
If you make one off payment, please note: Under DPA guidelines, an advisor MAY NOT read the number back to you. they may give the last 4 numbers, or say "Was that 34 or 43?" but they may not read the full number back. If they start, halt the call, and ring C/S direct.
Once everything is done, they will summerise the call and ask if there is any more you need. this is the time, if you are happy with the service, to express that for the benefit of the tape.
IF YOU ARE UNHAPPY WITH THE SERVICES, USE PHRASES LIKE "FOR THE BENEFIT OF THE TAPE" You will be very surprised how helpful the advisor will become.
If there is anything else that I have missed, please DO NOT hesitate to let me know, and I will add it.
REGISTERED 3RD PARTIES:#
This is for example your O/H is a pilot and has given authority to speak to you. YOU CAN STILL FAIL DPA IF YOU DO NOT KNOW THE PASSWORD/SECURITY DETAILS.
POINTS TO REMEMBER.
IF IN DOUBT, GO WITHOUT. Halt the call, call the company direct.. LOOK UP THE NUMBER, DON'T ASK THE ADVISOR.
IF IT SEEMS TOO GOOD TO BE TRUE, IT MAY WELL BE. Halt the call and check the offers yourself.
YOU DO NOT HAVE TO GIVE DETAILS YOU ARE UNHAPPY TO GIVE.
A REAL C/S AGENT WILL NOT MIND YOU CALLING THEM BACK. Many will willingly give you full names and ext numbers without you asking, however some companies frown on surnames, so you may be told "Oh my name is Mel F, they will know who I am. THEY WILL!! A true advisor will mark your account with notes and full name.
A lot of our members have been reporting dodgy calls from so called Customer Services Reps, who obviously aren't.
As a former C/S rep, this makes my blood run cold, so with Cel and Sapphy's kind permission I would like to run through what you can expect from a genuine C/S call, and how to make sure you are not a vicitm of the scammers.
A typical call
"Good morning/afternoon,
May I please speak with Mr Gentleman or Mrs Lady? My name is Puff and I am calling from Inventacompany ltd. Is it ok to talk at the moment?"
IF IT IS NOT
"That's fine, is there a better time for me to call you, or would you rather have my direct number and you can call me at your lesiure?"
IF IT IS
"Lovely, as I say my name is Puff and I am calling from Inventacompany Ltd and I am calling regarding your pet mouse's life assurance policy, as I have called you, may I ask you some security questions so we can go in to the account and for DPA?" (this is a normal step and MUST be carried out, at NO POINT of this stage will the advisor ask you for bank/credit card details.)
"Are you the Account Holder? / And I am speaking with the Account holder? *for registered 3rd parties* the Account Holder is happy for you to do this?"
IF YOU ARE UNCOMFORTABLE AT THIS STAGE, HALT THE CALL. TAKE THE ADVISORS NAME AND EXT NUMBER AND END THE CALL. CALL THE C/S DIRECT AND QUOTE THE NAME AND EXT NUMBER OF THE CALLER. A GENUINE CALLER HAS LEFT NOTES AND WILL NOT MIND THIS IN THE SLIGHTEST... AND NO, WE DON'T GET IN TO TROUBLE IF YOU DO THIS!
The advisor will now explain to you exactly what it is they want, and discuss your options.
IF you decide to take out a new product with them, they may ask you if they will add that to your bill, or would you like to make a one off payment.
If you make one off payment, please note: Under DPA guidelines, an advisor MAY NOT read the number back to you. they may give the last 4 numbers, or say "Was that 34 or 43?" but they may not read the full number back. If they start, halt the call, and ring C/S direct.
Once everything is done, they will summerise the call and ask if there is any more you need. this is the time, if you are happy with the service, to express that for the benefit of the tape.
IF YOU ARE UNHAPPY WITH THE SERVICES, USE PHRASES LIKE "FOR THE BENEFIT OF THE TAPE" You will be very surprised how helpful the advisor will become.
If there is anything else that I have missed, please DO NOT hesitate to let me know, and I will add it.
REGISTERED 3RD PARTIES:#
This is for example your O/H is a pilot and has given authority to speak to you. YOU CAN STILL FAIL DPA IF YOU DO NOT KNOW THE PASSWORD/SECURITY DETAILS.
POINTS TO REMEMBER.
IF IN DOUBT, GO WITHOUT. Halt the call, call the company direct.. LOOK UP THE NUMBER, DON'T ASK THE ADVISOR.
IF IT SEEMS TOO GOOD TO BE TRUE, IT MAY WELL BE. Halt the call and check the offers yourself.
YOU DO NOT HAVE TO GIVE DETAILS YOU ARE UNHAPPY TO GIVE.
A REAL C/S AGENT WILL NOT MIND YOU CALLING THEM BACK. Many will willingly give you full names and ext numbers without you asking, however some companies frown on surnames, so you may be told "Oh my name is Mel F, they will know who I am. THEY WILL!! A true advisor will mark your account with notes and full name.
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