Devoted to customer service and the principles of exceptional customer services

Part of good customer service is keeping your customer’s account information private. This is especially true for banks and credit card companies.  There’s been a great deal of fraud going on and even Xbox Live customers are not immune to hackers.  This news article over at CNET News says that customer service reps were tricked into providing account information to people pretending to be customers. 

Larry Hryb aka "Major Nelson", the director of the Xbox Live team, was interviewed and this is what he says the company will do to avoid this in the future:

“We have mobilized the right teams and we're doing a top-to-bottom look at what the process is. We're straightening things out, we're retraining staff, we're making sure that we're doing everything we can to reduce this kind of social-engineering attack. The changes are in place and they are continuing to go into place.”

Actually it doesn’t really seem that he answered the question other than that they‘re “retraining staff“, but we’ll give them the benefit of the doubt ;)

I can’t remember what company I called, but I remember having to answer several security questions before I could have access to my account information.  

If a customer doesn’t have the information needed to access their account, they should not have access - plain and simple.  I wasn’t able to listen to the recording of the calls with the help line, but the bottom line is:  no information, no access.