Problem:
In order to assist a customer with her question, you are required to verify her personal information. The customer is unwilling to provide this information, as she is not confident that it remain confidential. What would you be most and least likely to do or say? Inform the customer that you cannot assist her unless she provides this information, as it is company policy. Empathize with the customer and remind her that all of the company's information is completely secure and confidential. Explain why the information is needed. Let her know that verifying this information is in her best interest, as it helps protect against fraud. Spend some extra time trying to connect with the customer. Perhaps this will help her feel more comfortable sharing the information