Customer Service & Security
In Episode 2 of The Supportive we’re talking about the risks and the role of customer service in security. When everything from your Pinterest profile to your personal health records are online and globally available, information security is critical. But while computer scientists are locked in a security arms race with hackers, it’s humans who are increasingly the weakest link in the security fence.
4 Ways to Make Your Customer Service More Secure
1. Start with why
Your team and your customers won’t truly commit to security until they deeply understand why it matters. Share stories of security hacks to help them comprehend the risks.
- Buffer was hacked through accessing support team applications at their database provider (this is also a great example of exceptional transparency with your customers during a crisis!).
- The Danger from Within examines the risks of internal attacks.
2. Publish a security policy
Give your support team an official doc that they point customers to, so they’re less likely to be coerced into a mistake.
Like this: Basecamp’s account ownership policy
3. Use technology to enforce security
Apply technical solutions instead of relying on human decision making wherever possible, to reduce the opportunity for errors.
For example: Netflix Service Codes
4. Reframe the conversation with your customers
Give your support team the language and phrases they need to explain security issues with customers in a firm but friendly way.
- 9 Customer Service Phrases for Every Support Interaction
- How to Handle 8 Challenging Customer Service Scenarios
Links + further reading
- Cybercriminal gang plunders up to $1 billion from banks over two years
- Wired writer Mat Honan victim of epic hacking due to Apple and Amazon Security Flaws
- This malware attack starts with a fake customer-service call elaborates on how hotels and restaurant support staff are targeted as security weaknesses.
- How Social Engineering Fooled Amazon Customer Service Reps Into Sharing A Customer’s Data.
- The Social Engineering Framework is a useful resource for learning about social engineering attacks.
- Protect Against Social Engineering is Cisco’s advice on protecting your team from falling for a social engineering attack.
Your thoughts? Have you ever been targeted by phishers or hackers? Do you feel confident your team is prepared? Will the Trojan Horse ever be beaten as the greatest social engineering hack? Leave a comment and let us know.