So this ones from a while ago but just found this sub. I used to work in the Customer relations and complaints team for a worldwide tech brand. I was stationed in the UK where it is legally binding that to access your account on anything by phone call you need to answer some basic security questions – just to explain as I’m unsure on other countries rules on this matter.
Me: Hi you’re speaking to … from the customer relations team how can I help today.
C: Hello I’m here to make a formal complaint as my phone has had some problems and your tech team won’t help me.
Me: That’s fine ma’am, I’m just going to ask some quick security questions so that I can access your account profile, do you have your account reference number.
C: yes it’s … – don’t call me ma’am I’m not an old woman.
Me: My apologies, if you can just confirm your name I can call you by that if you would prefer.
C: you don’t need my name it’s in front of you.
Me: for security purposes I’m obligated to confirm your name, D.O.B and first line of address.
C: YOU DO NOT NEED MY CONFIRMATION IF I GAVE YOU MY FUCKING REFERENCE NUMBER. NOBODY ELSE ASKS ME THIS.
Me: I apologise for any misconceptions from previous calls but I am required by law to complete data protection checks.
C: LISTEN KID, I CAN TELL YOU ARE CLEARLY YOUNG AND DONT KNOW HOW TO DO YOUR JOB RIGHT, SORT MY PROBLEM FOR ME WITHOUT INVADING MY PRIVACY OR PASS ME TO COMPLAINTS
Me: I am the complaints department.
C: FUCKING PASS ME TO A SUPERVISOR THEN
Me: I am the supervisor for our department.
C:LISTEN DICKHEAD DONT GET FUCKING SMART I WANT YOUR MANAGER IM GONNA HAVE YOUR FUCKING JOB YOU CHILD YOU CANT EVEN SPEAK PROPER ENGLISH.
(I was 18 and am from Yorkshire, whilst I have a distinct accent I assure you I speak perfectly fine in a professional environment)
Me: Right I’ll transfer you to a managers line now ma’am enjoy your day.
Later on my manager took me in for a disciplinary meeting citing my lack of respect to her request to not be called ma’am (I didn’t even realise I’d said it again to be honest till I listened to the call in the meeting) and stated he would be sending me home for the day unpaid. Later he admitted it was because he was frustrated I had passed the aggressive woman over to him and I wasn’t actually breaking any rules.
I quit when he told me that.