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patio11's profile
Patrick McKenzie
Patrick McKenzie
Patrick McKenzie
@patio11

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Patrick McKenzie

@patio11

I work for the Internet, at @stripe, mostly on accelerating startups. Opinions here are my own.

東京都 Tokyo
kalzumeus.com
Joined February 2009

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    Patrick McKenzie‏ @patio11 8 Oct 2019
    • Report Tweet
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    Patrick McKenzie Retweeted Pieter Gunst

    You should expect this threat environment for both yourself and your customers. Wish more banks would do what Stripe does here: “Log into your account and use the ‘auth a support rep’ feature. I will read you some digits, you verify they match, then read your digits to me.”https://twitter.com/DigitalLawyer/status/1181348689756864513 …

    Patrick McKenzie added,

    Pieter Gunst @DigitalLawyer
    Oooof. Was just subjected to the most credible phishing attempt I've experienced to date. Here were the steps: 1) "Hi, this is your bank. There was an attempt to use your card in Miami, Florida. Was this you?" Me: no.
    Show this thread
    3:09 PM - 8 Oct 2019
    • 36 Retweets
    • 197 Likes
    • Jon Colverson Joachim Schipper Charles Buchler Jim Barry van Someren @ localhost Kia‏☆ Roy Knaggs Shir Goldbird Kieran Tully
    4 replies 36 retweets 197 likes
      1. New conversation
      2. Patrick McKenzie‏ @patio11 8 Oct 2019
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        (Banks don’t do this because an extremely material portion of their business still does not use the website or app or cannot quickly access them when called, but this is less likely to be true about your customers than theirs.)

        3 replies 1 retweet 17 likes
        Show this thread
      3. Patrick McKenzie‏ @patio11 8 Oct 2019
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        And yeah, nobody on the phone is who they say they are until they have given you an internal extension that you can route from a known-good phone number. Their call center or similar almost certainly supports incoming calls and temporarily pausing a queue while waiting for one.

        2 replies 7 retweets 36 likes
        Show this thread
      4. Patrick McKenzie‏ @patio11 8 Oct 2019
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        (We called it “auxing out” since pushing AUX on the phone would put you in the auxiliary queue, which was never assigned to, and thus the only way your phone would ring was if someone dialed your extension specifically.)

        2 replies 1 retweet 17 likes
        Show this thread
      5. Patrick McKenzie‏ @patio11 8 Oct 2019
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        “We?” Paid for university doing telephone, email, fax, and website order entry for a large American office supply store’s catalog operation. It sold office paper, pens, you know, the usual staples.

        1 reply 0 retweets 22 likes
        Show this thread
      6. Patrick McKenzie‏ @patio11 8 Oct 2019
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        “Website order entry? Come on, a computer handled that?” Supposing you entered a web order shipping to James Smith, Cat Walked Across Keyboard, Illinois 60608, you could expect to either get it because I could find previous orders or get a call to ask to double check address.

        1 reply 0 retweets 5 likes
        Show this thread
      7. Patrick McKenzie‏ @patio11 8 Oct 2019
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        I should tell stories sometime. One quick one: I was very, very used to getting told off for being a salesman when calling companies to tell them that their order had been received and was going to be shipped. There’s an art to not antagonizing customer’s coworker while still...

        1 reply 0 retweets 5 likes
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      8. Patrick McKenzie‏ @patio11 8 Oct 2019
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        ... making sure customer understands either that the order will be shipped or why not. (Catalog business! Customers could routinely ask for things not fulfillable, like “Give me 6000 pens.” w/o a part number or clear indication from history that they wanted Bic black 12packs.)

        1 reply 0 retweets 5 likes
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      9. Patrick McKenzie‏ @patio11 8 Oct 2019
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        Most times I ever called someone back was a non-customer who had sent 400 pages to the fax machine that fed into my group. Non-customer was a lawyer. Argument that finally got me through the person to answer the phone:

        1 reply 0 retweets 3 likes
        Show this thread
      10. Patrick McKenzie‏ @patio11 8 Oct 2019
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        “I can read you enough from fax to convince you I am not making this up but the contents of it suggests that I shouldn’t read any more than I have already. Please get Bob on the line so I can tell him this did not end up where he intended it to end up. I will destroy our copy.”

        1 reply 0 retweets 8 likes
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      11. Patrick McKenzie‏ @patio11 8 Oct 2019
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        Another one: VP of HR comes to my desk and says “Patrick! It said on your job application you speak some Japanese. That true?” “Two semesters, sir.” “That’s two semesters more than anyone else. Great. Here’s a faxed order; we called back and got a Japanese speaker. Go.”

        2 replies 1 retweet 16 likes
        Show this thread
      12. Patrick McKenzie‏ @patio11 8 Oct 2019
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        “That must have been extremely stressful.” Off-the-charts but luckily you learn the words for “order” and “tomorrow” in your first year so if your university taught you polite Japanese and the customer has no questions you know *just barely enough* to handle that phone call ;)

        0 replies 1 retweet 18 likes
        Show this thread
      13. End of conversation

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