Customer Service Policies: Verification Policy  - ER

The policies are a set of guidelines and principles that Cove follows to ensure consistent and high-quality interactions with our customers. This policy outlines our commitment to delivering exceptional customer experiences, resolving issues promptly, and maintaining open lines of communication. This helps create a positive and satisfying experience for customers, which in turn contributes to customer loyalty and business success. 

Cove is dedicated to providing superior customer service to all our valued customers. These outline our aim to create positive interactions, address concerns, and maintain a customer-centric approach in all our dealings and serve as a guide for our employees and partners in upholding our company's reputation for exceptional service. 

 

Verification Policy  

Verification is the process of confirming the accuracy, authenticity, or truthfulness of information, entries, or identities. It is a crucial step in various fields and industries to ensure reliability, security, and compliance with established standards or policies.  

Cove is in the business of security, and we must treat customers' information carefully, only allowing authorized people to alter information on the account. Before we provide account-specific information or account-impacting actions or updates, we always secure the call by verifying if we are speaking to an authorized person. For these reasons, we have a verification process when taking phone calls. Verifying identity serves the purpose of preventing unnecessary dispatch of authorities and ensuring accurate communication with the right individuals regarding your account information. 

Key Definition: 

1. Safeword - Also called verbal password, is a word or phrase that customers specified when they purchased the system. The verbal password allows customers to verify their identity when an alarm is triggered or when communicating with Cove about their account.  
2. Master Passcode - The Master Code is the four-digit code you created while setting up your Cove system. This Passcode is used to access your panel system settings and arm/disarm your system. 
3. Alternative Verification – In cases where the customer has forgotten both their safeword and master code, to proceed with the call, we require three out of the four following pieces of information: 

• Email Address 
• Emergency Contact Name 
• Last 4 digit of the card on file 
• MMR amount (Monthly Monitoring Rate) 

Verification Process Verification Policy Video Reference 

1. When taking a phone call, as part of the call greeting, asking for the caller’s name is the first step towards verification. 
2. Once provided, verify: Does the name of the caller match the name of the account holder? 

• If yes, ask for the verbal password. 
• If not, ask the caller for the account holder's name, if they quickly give the account holder's name ask for the verbal password. 

TAKE NOTE: If the customer is unable to provide the account holder's name explain that it is Cove's policy that the security of these accounts is taken very seriously, and we cannot give any information or access to unauthorized individuals and if they are unable to provide the account holder's name, we will not be able to move forward with the phone call.  

1. If the caller gives the verbal password, you may consider the caller verified and move forward with the phone call. 
2. If the caller is unable to provide the verbal password, regardless of being the account holder or knowing the account holder, to move forward with verification, ask the caller for the Master Code. 
3. If the caller is able to provide the master code but has forgotten their verbal password, you may consider the caller verified but before moving forward with the call you must go through the Safe Word Recovery. Process with the caller. 
4. If the master code is unknown, proceed to the alternative verification. 
5. If the caller is able to provide 3 out of 4 alternative information, you may consider the caller verified but before moving forward with the call you must go through the Safe Word Recovery Process with the caller. 

Safeword Recovery Process Safeword Recovery Process Video Reference 

The safeword is used to verify the customer's identity when making account changes and is used by the customer in case of an alarm event. The Safeword is required at the beginning of all inbound calls. Outbound calls do not need Safe-Word Verification. 

NOTE: A safeword cannot be recovered by anyone besides the Account holder, their spouse, or by someone with the account holder's direct permission. 

Recovering the Safe Word: If a customer has forgotten their safeword they can recover it by locating the confirmation email that they received when they ordered the system and looking at the "Your Account Summary" section. 

Step 1: Verification 

• Forgotten Safeword - If a customer is unable to provide the correct safeword or if the incorrect safeword is given, you may ask for the master code. Once the master code is confirmed, you can give the customer their current safeword and confirm if they would like to update their safeword.  

Customers can also see the original safeword on the order confirmation email that was sent to them at the time of initial purchase. If the customer can't locate the email, agents may resend the order confirmation (available in Document Management on Pando) to the customer to save for future reference. 

• Forgotten Safeword and Master Code - If the customer has forgotten the safeword and the master code, agents will inform them that to move forward with the call they will ask them 4 questions about the account and the caller will need to answer 3 out of the 4 correctly as an alternative verification. 

Agents will then ask the customer these questions: 

1. What is the email address on the account? 
2. Who is the emergency contact? 
3. What are the last 4 digits of the default payment method? 
4. What is the MMR amount? 

Once verified, agents are approved to recover the safeword and master code for the customer.   

Step 2: Updating the Safeword 

 If a customer changes their safeword on file, they should be spelled out to the customer to confirm the correct spelling. The agent is required to send the canned response “forgot safe word response” to the customer to the email on file. The safeword cannot be sent to any other email address. 

After updating a safe word, please remind the customer of the purpose of the safe word. Here's an example of how to do this: 

“As a reminder, the safeword is the word you will use to verify your identity with customer support or cancel dispatch if there is a false alarm”