What to do when a caller asks personal questions?

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What would you instruct call center representatives to say when a caller asks personal questions (i.e. race, ethnicity, gender, last name)?
I have an employee who was asked what her race was by a caller. She was uncomfortable answering the question. Does anyone have scripting around how to redirect/avoid answering personal questions?

That's a difficult ...
That's a difficult issue. I think all the advisor could do in that situation is just be honest with the customer and tell them that they don't feel comfortable answering the question.

If the customer continues to ask, becoming angry or abusive in the process, you can apply the three-strike rule or use some of the other advice provided in this following article:


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