“I am the customer, why is customer service making me do so much of the work for them?”

That’s the question our friend Joyce was moved to ask after her latest frustrating interaction with her bank. Joyce told us the story of how she received an email, ostensibly from her bank, urgently requesting that she call the number provided to discuss “issues related to the credit card ending in the digits xxxx.” Understandably concerned, she moved quickly to call the number provided.

The people Joyce reached offered no information, but repeatedly insisted that she give them her social security number so they could clear everything up. Joyce refused; it just seemed fishy to her. She ended the call and logged on to her account on the bank’s website. There she initiated a new message to customer service in which she pasted the text of the email she had received and asked if she was being scammed.

Continues @ http://www.aiim.org/infonomics/turning-noise-into-signal.aspx