# 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.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Standard
- Tags: Customer Support, Write, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/write-a-caller-identity-verification-procedure-for-account-support

## Prompt

```text
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.
```

## What to fill in

- e.g. privacy law, PCI DSS, industry rules
- new agents / mixed

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