AIBU to expect Customer Service Advisor to tell me their full name?

Heavy taking the Rio? 😕

OP

How would you like it yourself if you worked in a call centre and a customer demanded your surname? Eh?

I think they should give a full name. I don't think it should be their actual name, but it makes it easier to identify them.

Who is Alex in customer services? There could be lots of Alexes.

A reference number? You have to remember it and not all people are good with numbers.

Alex Green? Two names makes it easier to identify someone than one, and it makes the customer feel like the customer advisor isn't trying to hide.

I don't see the issue with assigning everyone a specific fake name in two parts? The advisor feels safe and the employee feels heard.

We don't give out full names. We have been advised not to.

This is why I don't use my real name on social media, so coming from the issue from the other way round. It means that no one can find me online unless I want them to.

I worked in telephone banking as a student in the mid 2000’s and we were never to give out full names.

He has the title Dr as he had a PhD. He wasn’t taking the rip, he was giving his full correct name.

Does this not apply to doctors, nurses, teachers, police officers? All incredibly public-facing (literally, unlike call centres who are just giving their voice away!)

I worked for a local council before Facebook was even a thing. We used to just give our first names and if pressed, we were told to say "My first name is, my team leader is called <first name>

Around 35-odd years ago our local posties went on strike as management decided they wanted full names on their name badges. One of their very reasonable points was that if they were on holiday, it was obvious as they weren't on that round so left them open to burglary.

It's a bit pointless to ask really I mean she could just give any old name couldn't she? How would you ever know?

If I worked there I'd probably tell you I was Sharon Stone or something.

As soon as the call's done and she's made any notes on the system, she almost certainly won't. She'll be on to the next one (unless she's having a closely timed loo break).

I have worked is customer service/contact centre roles. I've also worked in complaints. Each agent has a unique ID their calls are recorded, they can find the calls from the number your dialled in on. There is literally zero need for you to have their full name

Their CRM will be able to link up the advisor to your call so yes YABU, you don't need to ask.

All calls should be recorded or her name will be logged on a computer with the time/details of your complaint. Your interaction with that particular member of staff will therefore be traceable by her employer and by any other handler picking up a subsequent call from you. There's no need to know her full name. You could post it all over social media or track her down.

Very unreasonable and tone deaf for you to ask and expect this of any member of staff, especially a woman.

They obviously, being a customer services department, will have records of your call and so would not need you to know the full name of the representative you were speaking to in order to follow the complaint procedure.

It's unfair that it works this way round as she will have your full name and details-

Yes but she not kelly install OP is she?

Not going to blast OP on SM

Not going to ask her for be friends in FB!!

It’s not tit for tat -

I had this before. "Where do you live?"

I said my life outside work is private. He went bat shit crazy and demanded to speak to a manager. Manager told him that in no circumstances no one in this call centre and the others the company has will disclose their address.

I've worked for 2 different organisations (albeit not in customer service myself) where 2 customer service agents acquired a stalker after giving out their full names. Even more horrifying was that one of the men stalking travelled over 100 miles just to turn up with flowers and try to follow her home. Police were involved on both occasions.

Standard practice everywhere

My apologies, I misread and thought PP was talking about the famous person also having a PhD.

Sorry @BashfulClam!

I certainly wouldn’t have given you my full name. Your problem is with the organisation not me personally.

Of course it's fine. Her employer will know which member of staff you mean. People do not want to be stalked online or in real life by crazy customers.

It's unfair that it works this way round as she will have your full name and details. Assume calls are recorded, though, so as long as you have the time of the call it should be trackable.

It’s fine, they will know who took which call anyway. I don’t think you needed her surname

@RunningOutOfImaginitiveUsernames

"Yes, but he wasn't a doctor.

Anyone who was already upset about whatever they're calling about, would be even more annoyed at someone clearly taking the piss when it's their job to try to resolve customer issues."

The PP said he had a PHd, a doctorate. So is a doctor and entitled to use Dr as a title