Customer service Verification of customer
Many organizations adopt a tiresome process to verify a customer. 

They require the customer to provide three items of information for identification, e.g partial NRIC, name, address and postcode, date of birth. 

They require this tiresome process even when the customer is using a mobile phone that is recorded in the database. 

There is the possibility that the mobile phone may be held by someone who is not the customer, it should be sufficient for the verification to be done with one item of information.

In most cases, there is no need to verify the customer, e.g. if the customer calls for general information or assistance, or to provide a report. 

The multi-item verification process becomes more tiresome when the customer has to contact the support staff on several occasions on the same issue.

I had to contact the mobile operator several times when the internet connection was done. It was very tiresome to go through the multi-layer verification process every time.

I suggest the following:

a) Reduce the verification to one item of information, rather than several items.

b) Carry out the verification only for important matters. Avoid it when the customer is asking for general information.

Tan Kin Lian

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