I have reviewed the evaluation and the call. I do agree the specialist should've educated the customer on the importance of not sharing their password to anyone. During the call the customer was a little confused as to why she was changing her password again and with why she was being transferred to another department when she was just transferred to us. At this point of the call the specialist had an opportunity to educate the customer as to why she was being transferred to OCS for help. Not just because she was trying to access the OLB, but because she disclosed her OLB password to us. I will remove the deduction and change it to an FYI because the customer did change her password the day the call took
