Your customers understand that identity theft can destroy their credit and ruin their reputation, and they’re taking more precautions than ever to prevent that from happening. What does that mean for you?

Unfortunately, the same information that consumers are encouraged to safeguard is the very information you’re requesting. How can you avoid butting heads with customers who are merely trying to protect their privacy? First you need to know what kind of advice consumers are getting. Then you can react accordingly.

The Federal Trade Commission (FTC) offers consumers tips at http://www.ftc.gov/idtheft on how to deter, detect and defend themselves against identity theft. Garner insight to what the FTC’s telling consumers and what this means for you.

What the FTC is telling consumers: Protect your Social Security number. Give it out only if absolutely necessary or ask to use another identifier.

What this means for you: Your customers may not want to give you their Social Security number. Avoid a hassle and come up with a different customer-identification system.

What the FTC is telling consumers: Don’t give out personal information on the phone, through the mail or over the Internet unless you know who you are dealing with.

What this means for you: Of course the government couldn’t be referring to your organization, but your customers don’t know this. Be empathetic towards a customer who resists giving out personal information. Collect minimal information over the phone, and instead offer customers the option to download PDF forms from your website to fill out before they come to your office.

What the FTC is telling consumers: Never click on links sent in unsolicited emails; instead, type in a Web address you know.

What this means for you: Make it a policy not to send unsolicited emails, especially those with links to Web addresses your customers may be unfamiliar with.

Filed under: Customer Service Corner