How can you support customers experiencing security issues?

Many times I will retrace the steps with them and tell them of my experiences with issues as I went along. They warm up right away and realize we all learn as we go and get better with each discovery.

Supporting customers experiencing security issues requires a careful and systematic approach to ensure their concerns are addressed effectively and efficiently while maintaining the security and integrity of the systems involved. Here are steps to support customers experiencing security issues : 1.Listen and Understand 2.Prioritize and Categorize 3.Document the Issue 4.Escalation and Expert Involvement 5.Implement Fixes and Updates 6.Follow Up and Verify Resolution 7.Provide Security Awareness and Education 8.Continuous Improvement 9.Compliance and Legal Considerations Always prioritize customer trust and security, and ensure a customer-centric approach in handling security issues.

I believe an important step to understand the issue is to probe or ask the right questions. The customer may not be great in describing the issue at first giving you a false insight but when you ask questions, you get an accurate perspective as to what the issue is.

Agree with the statement detailed here, however, it is really on the generic side, in my opinion. I would add, that it is crucial to know, what they experience, and to make sure we understand their issue. Furthermore, the "when"/"since" is a key point, as well. From here, we can request information from their system, infrastructure; ask for logs; what steps has they done already, if there are any. If there is information, a more precise investigation is possible and in less time.

This is especially important in the healthcare environment. We work with PHI and PII which have considerations and protections related to HIPAA. It is imperative to confirm identities in order to validate the amount of information shared. This needs to be documented in some type of capacity. Most notably through e-mail to provide a 'paper trail' or else through notes and explicit tracing of phone conversations. As an industry, we are somewhat aware of social engineering tactics.. but they are still a possibility and a point of intrusion that we must remain vigilant towards.

Intuition is also a good way to ensure all is on the up and up. If it doesn’t feel right, trust your instincts. Circle back around or even make a return call once you’ve done your due diligence.

As it is described in this section, there many ways to ensure you are talking to the right person/people. Could add some more points to the list as: - Definitely use a trusted channel to provide any professional assistance, like a ticketing system. - Beware of rewuests via "unofficial" platforms (chat applications) - In case, they are reaching out via phone, you still have the option, to request information from the caller, ask for some patience, verify it off call, and call them back.

Most important, that the customer understands what you are doing together and why it is useful for them and for their business. Security best practices are not hard, but truly can be tedious sometimes. If they have some sense of success configuring necessary security measures or just starting to utilize a best practice, they will do it the next time and the next time after, as well. Have a basic understanding and familiarity with ones options are not just handy in todays digital world.

It is basic customer care, but I do disagree here. Please communicate in a way which is understanding, emphatetic, shows availability and sincierity. If you did nothing wrong, you may pop an emphatetic sorry for any inconveniences, but to straitforwardly apologies is something else. When you are to be blamed, then it is a different story. When you have the opportunity to offer something to the customer, let it be knowledge first, in my opinion. Be familiar with something and know how it works and what it do, even in a basic level, is much better, then know nothing. Additionally, you can provide the key point to them, tailored for their needs, that a training course usually cannot provide.

Strongly agree on this. Connect with the customer, gather the data, understand, transform it to information, highlight key parts and provide them to the assigned teams. For your own good, and for your colleagues as well, you should document the use case/process that will help you identify later scenarios based on this. And as it will be resolved, you can connect the solution with the initial point, where you will be able to save time, effort and energy for everyone.