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.