Not to be confused with fraud or verification issues.
Some customers are really confused. Some don't even know who they are, which makes it sort of a pain to handle the call. Here are a few examples:
- MAN: "Yeah, I'd like to check on the status of my order."
ME: And what's your name?
MAN (in a deep voice): Susanne Johnson.
I kid you not. They're verifying the account for their wife or whatever, and they'll say it's their name. I guess they weren't listening.
- Some people will call in for their relatives or children. A mother may call in and say that their daughter's name is theirs, until you catch them on it.