What do you do if your clients and customers have security concerns?

Based on what I've seen, obtaining accreditation like ISO 27001:2022 solves most of the security worries your clients and customers have about how secure your systems are. For example, if you're in the card industry and a bank, getting PCI DSS accreditation assures your banking clients and customers that security is a top priority for everyone in your bank, including senior management. Additionally, being honest about how you prepare for disasters with things like tests, risk assessments, and independent security audits helps build trust with your customers.

Communication is key. However what metric is used to separate clients and customers? How you relate to each unique customer and how you address each security concern will determine the long term value you can continue to give your clients. Some security concerns can be dealt with immediately yet most need time to address effectively and this must be clearly communicated. Moreover, an assessment is required to verify the impact on each unique customer.

Based on my experience and the insights gained from SANS Technology Institute, as well as my certifications in GSEC and ISO 27001 Lead Implementer, I've structured the solution into three main steps: 1. Assessment and Communication: -Listen to client concerns and assess the current security situation. -Provide recommendations for short, mid, and long-term improvements. 2. Enhancing security measures: -Strengthen security measures, controls, and protocols. -Educate clients on best practices and raise awareness about security. 3. Continual Improvement and Support: -Ensure compliance with regulations. - Provide ongoing support and incident response planning. Prevention is ideal, detection is a must, but detection, without response, is useless.

If Information Security and Cybersecurity is recently implemented in an organisation then receiving Security incidents is a good indication over the effectiveness of Security programs. However, receiving security incidents in a mature organisation is a matter of concern. In all cases, the security team must carefully listen to the customer, understand the challenges and rootcause, and improve the security controls to reduce the likelihood and impact of these incidents. Overall, periodic risk assessment is always the best practice.

By applying Governance, Risk and Compliance (GRC) at early stages of product development or during maintenance/ operations phase. Effective security governance, periodic review and reporting compliance health post internal audit will help team to come out from security concerns.

People often confuse risks with threats, avoid this trap! I like the analogy of a shark being a threat with death as a result of becoming lunch whilst swimming just one associated risk - If you don't swim, the risks are negligible. If you swim daily off New Smyrna Beach, it might be time to consider the options! To properly assess risks, security practitioners MUST understand how their customers operate and go down the rabbit warren of 'what ifs' so they can identify every risk, quantify the amount of expected loss as a result of each and then guide them as to what to do to mitigate them, i.e. Nothing, Insure or Invest to mitigate. Though it's getting better, this bedrock of understanding is all too often overlooked in cybersecurity.

It is important to get to the root of the concerns being reported. Most concerns can be addressed by demonstrating controls that protect a customer. Third party certification and attestations can help bolster confidence. A thorough analysis of concerns can identify if additional controls are required to be implemented. Always close the loop by updating customers and partners on the actions taken.

When clients and customers express security concerns, it's crucial to assess the nature and severity of their concerns. This involves actively listening to their specific worries and conducting a thorough analysis of potential risks. Communicate openly about the security measures in place and how their concerns are being addressed. Implement security measures based on the risk assessment to mitigate identified risks. Educate clients and customers about best security practices and continuously monitor for security threats, adapting measures as necessary. This approach demonstrates a commitment to protecting their data and privacy, helping to alleviate their concerns.

The process of identifying potential threats, evaluating their likelihood, and understanding their potential impact is a fundamental exercise in understanding the risk landscape. This not only helps in quantifying the risks but also in formulating a strategic response that is both efficient and proportionate to the assessed risks.

I believe that cybersecurity is a pure technical field, so before I could manage the risks, I need to perform a deep vulnerability scan on the client's organization, from each layer, network layer, application layer and more. That's why black box penetration testing can be handy after doing the assessment, then I could know what's exploitable and what's not. then start with the "critical of the critical" in the vulnerabilities firstly. Protecting the organization from the outside is the first step in order to prevent intrusion.

Transparency is the key to effectively addressing security concerns. We can reassure our clients and customers by openly communicating the steps we are taking to address any issues and reaffirming our commitment to security. Clear and transparent communication fosters trust and demonstrates our dedication to protecting their data and maintaining a secure environment.

When there is no clear understanding of the risk or threat, making the most appropriate decision becomes a mission impossible. Therefore, it is crucial that information is delivered in a clear, direct, and perceptible manner, leaving no room for contradictory interpretations. It is important to share how and why information or assets are protected, the risks that exist, and their consequences and impacts.

Listen and understand exactly what security concerns your clients or customers have. This might range from data privacy, transaction security, to fears about how their information is stored and used. Transparent Communication: Be open about your security measures, policies, and procedures. Providing detailed information about how you protect their data can alleviate many concerns. Make sure your privacy policy is easy to understand and accessible.

It is important to listen to them and be transparent. Identify their concerns and address them. Share them about your current and future plan and why you setup such a plan and lesson learnt from the past.

When clients raise security concerns, it's vital to understand their worries and take action. We'll improve security by adding extra layers like multi-factor authentication and conducting regular audits. We'll also keep them informed about our efforts to manage access risks effectively. It's about clarity, reassurance, and proactive communication.

When clients voice security concerns, it's a cue to revisit and update our policies. We'll assess potential risks and implement stronger security measures, such as enhanced authentication and regular audits. Transparent communication about these updates ensures clients are informed and reassured about our commitment to managing access risks effectively.

Accurate and standard-based policies are important to your organization. Having policies is one thing, implementing them is another. Make sure your policies are up-to-date, your team is familiar with changes and policies are in action.

Post reviewing and identifying the potential gaps, review the workable solutions/options that helps us to address the gaps. Call out the requirements, prerequistes, accountability and respective owners.

Most data leaks and breaches are unintentional, often resulting from users clicking on phishing emails, uploading documents for conversion, or attempting to find differences between documents. These actions, along with storing copies in personal cloud storage, can lead to intellectual property loss and exposure of sensitive information like PII/PCI/CID. Staff training is essential to prevent such incidents and raise security awareness. Key training topics include data classification, utilizing internal tools instead of third-party alternatives, and phishing prevention. Live demonstrations and interactive exercises can help reinforce learning and significantly reduce the risk of accidental data leaks.

I strongly believe calming (read mitigating) customer security anxieties should be top-most priority. Here's my 2 cents on building trust: a. Active Listening: Acknowledge concerns & follow up to truly understand their perspective. b. Transparency: Provide clear explanations of your security measures & data handling practices. c. Data Visibility: Offer options for customers to control their data & access privacy tools (where applicable). d. Regular Communication: Keep clients informed about security updates & zero days e. Proactive Support: Offer dedicated security resources & address concerns promptly. f. Prioritize open-door policy for communication- You can raise the security bar by earning trust. -Abhishek.

Providing Enablement and Training sessions are a key elements which helps the respective teams towards reviewing, analysing and taking necessary steps. This is a continual process given the dynamic changes in the security industry.

When addressing security concerns raised by clients, our focus shifts to training our staff. We'll educate them on identifying and addressing potential risks, like implementing stronger authentication methods and conducting regular security checks. By empowering our team with the necessary knowledge and skills, we can better manage access risks and ensure client trust and satisfaction.

It is crucial that employees are not only well trained, but also understand the importance of information security. In addition to regular training, such as how to recognize phishing attempts and other cyber threats, I think it's especially important to remove employees' fear of professional consequences. Anyone can make mistakes and it is important that employees own up to them and report them. We therefore deliberately focus on practical awareness-raising, e.g. through phishing emails. This measure not only serves to raise awareness of security risks, but also makes us known as a point of contact. In this way, we build trust and signal that we will provide support in the event of security incidents and find solutions together.

Respond quickly to client security concerns to show that their safety is a top priority eg, a company that swiftly addresses a client's report of a suspicious email attachment can prevent a potential phishing attack. Explain security measures clearly to clients to alleviate their concerns about their data is protected can reassure them and build trust. Personalized assistance: Tailoring solutions to their specific needs can enhance their confidence in your ability to protect their information. Educate clients on security best practices like sharing tips and resources can equip them with the knowledge needed to stay safe online. Demonstrate a commitment to enhancing security measures based on client feedback and industry trends.

Start by establishing clear channels of communication where clients can report security issues or seek assistance easily. Provide clear guidelines on how clients can protect themselves, such as using strong passwords, enabling two-factor authentication, and staying vigilant against phishing attempts. Offer educational resources, such as articles, webinars, and tutorials, to empower clients to understand and address security threats effectively. Implement robust security measures within your products or services, such as encryption, regular security updates, and intrusion detection systems, to mitigate risks and instill confidence in your clients.

It is undoubtedly important to offer your customers continuous support with security issues. But in my opinion, the key is to be proactive. Not every customer will have the time to search for support themselves. I have had particularly good experiences with events that take place during the lunch break, a kind of “learning coffee”. In a maximum of 30 minutes, we offer our customers an update on current security topics. This enables customers to find out about relevant topics in a short space of time and actively deal with security issues without having to invest a lot of time. This usually fits into any calendar and can also be communicated well in newsletters or similar.

ome clients may have specific security needs or requirements. Offering customized solutions can address these personalized concerns effectively.

You’ve got to start first by understanding their needs. Pay attention to the simple details and next come up with a strategy or approach on how to go about tackling the problem. Some problems may need urgent attention, so start with the quick wins before going full throttle. You may consider implementing workarounds before coming up with a comprehensive solution with roadmaps for implementation. Carrying out a root cause analysis is also a plus as it helps to curb a recurrence of such problems especially if the recommendations you come up with are followed through.

The first step is to do a risk assessment based on a set of criteria which include industry standards and best practices. Depending on the scope this could include governance, policies, processes, standards and procedures. The assessment should identify the areas of vulnerability that need be addressed. However, an important step to consider is risk management. Depending on the vulnerability, the cost associated with remediation may outweigh the value of the asset. Key considerations should also be attributed to the level of effort and resources, as well as the time required to execute the remediation.

If my client and Customers have security concerns on the services provided: 1. First I will actively listen to understand the root cause of the concern. 2. Take appropriate action to address the concerns raised. It could be either applying a new security controls or change in the existing architecture to meet the security standards or improve the efficiency and effectiveness of the existing security controls.

In my experience as a Cybersecurity Professional dealing with customer concern is a top priority and here's a few tips to help you do that: 1.Thank and Listen: Briefly thank them for their security concern and listen to their specific worries. 2.Reassure and Briefly Explain: Reassure them you take security seriously and highlight a key security measure (e.g., encryption). 3. Offer More Details: Let them know you're happy to answer further questions

Actively listen to understand their specific worries. Communicate clearly and transparently about the measures in place to protect their data and privacy. Provide detailed information on your security policies, procedures, and any certifications or compliance standards you meet. Offer to address specific questions or provide additional documentation if needed. Consider offering security awareness training or resources to help them understand how they are protected. If their concerns are about potential vulnerabilities, take immediate steps to investigate and rectify any issues. Regular updates on security improvements and ongoing efforts can also help build trust and reassure clients and customers about their safety.

Communication is one of the tools used to build trust with customers and clients. However, it's not limited to communicating clearly or demonstrating active listening. Building rapport with your customers requires empathy and a level of transparency to build a strong connection and achieve trusted advisor status.