customer service

Customer Service Reps Give Out Fake Names

Heard a very interesting story tonight from the friend of a United Airlines customer service rep. Apparently when you call up United customer service, the name the customer service rep provides may be completely false. That’s right, they sometimes make up the names they give you. These names are registered in a database, so when someone calls up to register a complaint about customer service rep “Peter Parker,” United knows exactly who they’re talking about. Undoubtedly, this practice extends to other companies as well. Nothing particularly earth-shattering, just interesting that while a company knows everything about your credit and purchase history, and most certainly, your name, they still feel compelled to use false identities. Probably a good security move, nonetheless. — BEN POPKEN