You know what its like, you arrive for an appintment and are asked to sit in a customer waiting area. I love this as it gives me a great opportunity to sit and observe what is going on around me. Most of the time it's the routine stuff but the other day was a bit different.
I was waiting in the customer area and having a look round from my seat. From here I had a lovely view of two computers which were being operated by staff and yes I could see the detail of what they were typing and the information on the screen dealing with customers accounts. (Breach of principle 7)
It was quiet in the waiting area, just me, and a couple of staff who came through to chat. They were discussing another member of staff who was off sick that day and yes I do know that member of staffs name and what they were off sick with, courtesy of the staff members! I also know that she has problems at home with her teenage daughter (I won't go into the details unlike the members of staff). (Another principle 7 breach).
I was then seen by a customer service advisor who asked me to sign a form. I asked if there was any marketing information on the form as I would wish to opt out. The advisor told me there was not. Having read the form and the small print at the bottom, there was the marketing sentence, which amounted to "you agree to receive marketing messages from us". When I explained that this was on the form the advisor was surprised (really) and then told me I could cross it out and not receive the information. (Breach of principle 1 for not being clear what they were gathering the information for.)
So that was my visit to a customer service area. How much information are you unwittingly sharing with people who have no right to it? Also what impression are you giving to your customers about how you care for their information?
Oh by the way, crossing out the marketing message on the form didn't work as I received a text and phone call about their service and would I recommend them to family and friends. Definitely not!
