Dear so and so,

I'm planning to retire in about 164 days but who's counting? It's been a good ride, I am grateful for this surprisingly good job all told. Awesome bennies. And I'm not one to complain. But as I prepare to wind down and perhaps go to an encore career I'd like to speak frankly to my audience, you, the customers. Yes, I've worked all manner of customer service for a really beeeeg telco. And you need to know that ...

When you call or chat in or Tweet or however I'm going to need some kinda verification. Your first name is not enough. Have your number, the passcode if there is one and there almost always is and if you don't have that, an immediate plan to get it. Yelling at me, for 15-20 minutes "This is my account, I pay the bill, you sure want your money every month and I pay you hundreds every month .... don't you see that????? I demand to speak to your manager. I know the president of the company!!! I'll have you fired!!" is not enough.

I'm protecting your account. How would you feel if someone called, gave your name and number, we didn't verify anything and they ordered a few iPhone 7's and iPads, had them shipped to another address and you got the bill as is happening with Sprint? Not too good.

You have passcode and passwords. There are apps to save those or even a little book. Use those. Stop yelling at me.

Trek I can help you with that 420