Consumer Watch
Cresencia Marjorie Chiremba
“It is not enough to protect your data; you need to protect your customer’ data too.”- Unknown
In July 2024, one of Zimbabwe’s largest financial institutions experienced a significant cybersecurity breach.
The attack involved a ransomware gang that stole sensitive customer operations data, demanding a ransom for its return.
Unfortunately, the bank refused to cede to the demand and the attackers ended up releasing the data on the dark web.
October is Cyber Security Awareness Month, a time dedicated to highlighting the importance of cyber security in our increasingly digital world.
For customer service operation, this month serves as a crucial reminder of the role cyber security plays in protecting both the organisation and its customers.
As cyber threats evolve, so must the strategies to combat them, ensuring that customer service remains efficient, trustworthy, and secure.
This week, I explore the impact of Cyber Security Awareness Month on customer service delivery and I will provide examples of how customer service can integrate cyber security into its operations.
Importance of cyber security in customer service
Customer service is the frontline of any business, directly interacting with customers and handling sensitive information.
This makes it a prime target for cyber attacks, data breaches, phishing scams, and other cyber threats that can compromise customer data, and a loss of customer trust.
By prioritising cyber security, customer service departments can protect their customer information and maintain their trust.
Enhancing customer trust through cyber security
One of the primary impacts of Cyber Security Awareness Month on customer service is the enhancement of customer trust. Customers are more likely to engage with a company they believe can protect their personal information.
By actively participating in Cyber Security Awareness Month, companies can demonstrate their commitment to safeguarding customer data. This can be achieved through transparent communication about the measures being taken to protect data and by educating customers on how they can protect themselves.
For example, a company might send out newsletters or post on social media about the importance of strong passwords, recognising phishing attempts, and the benefits of multi-factor authentication.
This not only educates customers but also reassures them that the company is proactive in its cyber security efforts.
Training and awareness for customer service representatives
Cyber Security Awareness Month is an excellent opportunity to train customer service representatives on the latest cyber security threats and best practices.
Regular training sessions can help employees recognise and respond to potential threats, such as phishing emails or suspicious customer interactions. This training should cover:
Recognising phishing attempts
Customer service representatives should be trained to identify phishing emails and messages. This include looking for red flags such as unfamiliar senders, urgent language, and suspicious links.
Data handling protocols
Employees should be aware of the proper protocols for handling sensitive customer information. This includes verifying customer identities before sharing information and security storing and disposing of data.
Incident response
Training should also cover the steps taken in the event of a data breach or other cyber security incident. This includes reporting the incident to the appropriate department and communicating with affected customers.
Implementing cyber security measures in customer service operations
Integrating cybersecurity into customer service operations involves implementing various measures to protect customer data and ensure secure interactions. Here are some examples:
Multi-factor authentication (MFA)
Implementing MFA for customer accounts adds an extra layer of security. This requires customers to provide two or more verification factors to access their accounts, making it more difficult for unauthorised users to gain access.
Secure communication channels
Ensuring that all communication channels, such as email, chat, and phone, are secure is crucial. This can involve using encrypted communication tools and regularly updating security protocols.
Regular security audits
Conducting regular security audits of customer service systems can help identify vulnerabilities and ensure that security measures are up to date. This proactive approach can prevent potential breaches and improve overall security.
Customer education
Educating customers about cyber security best practices can help them protect their own information. This can include tips on creating strong passwords, recognising phishing attempts, and suing secure networks.
Cresencia Marjorie Chiremba is a marketing consultant with a strong passion for customer service/experience. For comments, suggestions, and training, she can be reached at [email protected] or at +263 712 979 461, 0719 978 335, 0772 978 335, www.customersuccess.co.zw