- A customer comes up to you and says they think their Facebook account was hacked, but they’re not sure.
I would suggest the patron change their password and if they have a mobile device they can choose a double verification option until they feel comfortable about the security of their account.
I would guide them through the process and provide encouragement throughout the interaction. This would be a very stressful time for them and could be a complicated process. I've learned to be extremely patient with patrons unfamiliar with technology. I do inform patrons that I'm personally unable to fill out online forms or information pertaining to their personal information. I know the default response from patrons is "Can you just do it for me? It'll be a lot faster!". I respond by informing the patron that I don't mind teaching them something new and it'll help them in the long run.
