Write a caller identity-verification procedure for account support
A step-by-step phone verification script and decision rules that stop social engineering without frustrating real customers.
The prompt
Help me write a procedure for verifying a caller's identity before support agents make account changes over the phone.
Business and account type: [e.g. "bank accounts", "SaaS admin accounts", "utility accounts", "telecom"]
Requests we handle by phone: [e.g. password resets, address changes, adding users, refunds, SIM swaps]
Verification data we have: [e.g. account number, recent transactions, one-time codes to registered phone or email, security questions]
Regulations or policies that apply: [e.g. privacy law, PCI DSS, industry rules]
Agent experience: [new agents / mixed]
Create:
1. Risk tiers: classify each request as low, medium, or high risk, with the verification required for each. High-risk changes (contact details, credentials, payouts) need stronger checks.
2. Script: exact wording for the opening, each verification step, a failed attempt, and a polite refusal.
3. Rules agents must follow: never read out personal data for the caller to confirm; never accept verification details provided by a third party; use one-time codes sent to contact details already on file, not ones the caller supplies; no exceptions for urgency or seniority claims.
4. Social engineering red flags: pressure, impersonating staff or executives, calling from a new number with a changed email, coaching in the background, repeated attempts. What to do when one appears (pause, call back on the number on file, escalate).
5. Escalation path and how to document each call.
6. A one-page quick reference card for agents.
Have the final procedure checked by our security and compliance teams.
Highlighted [brackets] are blanks to replace with your own details.
Fill in the blanks and use this promptMore Customer Support prompts
What to fill in
- e.g. privacy law, PCI DSS, industry rules
- new agents / mixed
How this prompt is built
This prompt follows the Few-Shot structure (Few-shot prompting). A few-shot prompt includes one or more worked examples of the input and the output you want, so the model can copy the pattern instead of guessing it.
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