Protecting customer accounts and data in service contacts

Skills you'll practise

• Apply stronger identity checks to higher-risk requests such as contact or payment detail changes
• Recognize social engineering pressure and the account takeover pattern in calls, chats and emails
• Share the minimum information needed, only with a verified person, by a safe route
• Report a misdirected email or other suspected data incident straight away through the named route

Course outline

1. 1.Protecting customer accounts and data in service contactsVideo · 2 min
2. 2.Verifying identity in proportion to the requestLesson · 15 min
3. 3.Social engineering and account takeoverLesson · 15 min
4. 4.Sharing safely and handling mistakesLesson · 15 min
5. 5.Protecting customer accounts and data in service contacts: knowledge checkKnowledge check · 16 questions
6. 6.Protecting customer accounts and data in service contacts: practical exerciseKnowledge check · 1 question
7. 7.An urgent email change from abroadScenario
8. 8.Final exam8 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• FTC: Protecting Personal Information: A Guide for Business (US example)
• ICO: What is an accidental personal information breach?
• Your organization's service procedures, authority limits and escalation paths
• General customer service and field service practice (starter content; needs subject review)