Customer Verification
When customers come pick up their devices, verifying who the customer is is a very important part of the check out process. We want to make sure that a customer's device does not fall into the wrong person's hands.
How to verify a customer
If someone comes to pick up a device, ask for one of the following identifiers. If they can not produce one, continue down the list. You can stop going down the list when they have one to verify themselves.
- The claim ticket
- A photo ID that matches the name on the Work Order
- A photo ID that matches an authorized pick up name in the notes of the Work Order
- If there is a phone number on file, call it. Ask the person who answers “Hello, are you (insert the name on the WO here)?” if they say Yes then you can ask them if they approve the person who is here to pick up their device.
- Additionally if we call the number on file and the customer at the front counter's phone rings, then that is enough to authorize them.
What to do if the customer can not be verified
If the customer can not be verified, then we simply say to them “I am sorry, we are unable to give you this device. We hope you understand that for security reasons, if we can not verify that you are an authorized person for pick up we can not give you the device.”
If the customer refuses or keeps insisting that they want their device, then please excuse yourself to grab a manager or lead tech to handle the situation further.