Customer relations and sales pack
Complete plan
The reflexes of support, sales and front-desk teams: verify a customer's identity before changing their contact details, bank details or password, recognise a GDPR request, send data to the right recipient, and spot a fake IT helpdesk.
- 8 min
- 4 modules
- 12-question check
- English · Français
- Attestation
You will be able to
- Understand how a contact change requested by a fake customer leads to the takeover of their account
- Recognise a data subject request without magic words
- Check the full address, not the autocomplete
- Recognise fake support: contact you didn't request, an external account, a reassuring display name, urgency
Programme
4 modules · 8 min-
"It's my account" 3 min
- Understand how a contact change requested by a fake customer leads to the takeover of their account
- Verify identity through contact details already on file, never through the new contact given or through facts the caller knows
- Tell the customer on the old contact after any change, and follow the procedure despite urgency or annoyance
-
“Send me everything you have on me” 2 min
- Recognise a data subject request without magic words
- Know the one-month deadline
- Forward it the same day to the DPO, without answering, filtering or deleting anything yourself
-
The wrong recipient 2 min
- Check the full address, not the autocomplete
- Use BCC or the right tool for group mails
- Open the attachment before sending: hidden tabs and columns
- Share sensitive files through a controlled link, never via personal tools
-
Fake IT support 2 min
- Recognise fake support: contact you didn't request, an external account, a reassuring display name, urgency
- Never grant remote access (Quick Assist or any other tool) to support you didn't contact yourself
- Hang up and call IT through a channel you know; if access was already given, end the session and warn at once
-
Knowledge check
12 questions, pass mark 80 %. Explanations after each answer; you can try again.
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Attestation
One per person, with the date, the score and the frameworks covered — anyone can check it online with its code.
Version 1 · updated October 6, 2026