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AIBU?

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Original poster

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

192 replies

Complaintxoxo · 28/11/2024 17:15

I rang about a problem l currently have with a well known national organisation. The customer service advisor was unable or unwilling to come up with a solution.
I asked for her name so I could follow the complaints procedure. She gave me her first name but declined to give me her surname.
Is this standard practice? I was surprised. I worked in front line customer service for a local council for many years. It wouldn't have been accepted for me to refuse to tell the customer my full name.

OP posts:
CulturalNomad · 28/11/2024 17:22

I worked in front line customer service for a local council for many years. It wouldn't have been accepted for me to refuse to tell the customer my full name

Presumably this was pre-Google. Times have changed and there's no need for you to know this person's surname. I'm sure you can work out why that is!

MoleAndBadger · 28/11/2024 17:21

I don't see the issue to be honest. You could've asked for a reference number or, simply confirmed with her that notes would be made on your record. It really isn't a problem.

GettingStuffed · 28/11/2024 17:19

I worked in Cs for years and we would have been told off if we gave our surname. There are ways for companies who to trace their employee

CrazyAndSagittarius · 28/11/2024 17:19

Yes it is standard practice and has been for years. I worked in call centres about 30 years ago and it was the same them. Some call centres also get staff to use fake first names for their protection.

You don't need the person's surname anyway, you just need their first name, and the date and time of your call. The call records will be able to be found snd listened to from that information.

CrossCuntry · 28/11/2024 17:18

Surely being able to say 'Sophie' who answered the phone at 'x o'clock' is enough? It is up to their internal investigation to figure out who and if they are at fault.

Ablondiebutagoody · 28/11/2024 17:18

I think it's fine. What do you need her full name for? Planning to harass her?

Balloonhearts · 28/11/2024 17:18

It's standard practice not to. We are told under no circumstances ever give a full name to a customer. Giving your last name is a good way to get some psycho with anger issues cyber stalking you. There will be a record of who you talked to, you don't need her last name.

BIossomtoes · 28/11/2024 17:18

With social media the way it is? Totally unreasonable of you.

goldenshred · 28/11/2024 17:18

If her work don't allow her to use a fake name for calls, then she is right not to give her real name out to a pissed off customer. Would you?

orangewasp · 28/11/2024 17:18

Times have changed, it will definitely be for security reasons

NewName24 · 28/11/2024 17:18

I don't think that's unreasonable.

People can be quite vulnerable if someone wants to be nasty to them.
As long as the company can identify them, I actually think it would be fine if everyone has a 'work name' rather than having to give their real name out to the public.

FussyPud · 28/11/2024 17:18

Absolutely standard. When I worked in a call centre on incoming calls we weren’t even allowed to give surnames.

Glitterkitten24 · 28/11/2024 17:17

Yes of course it’s fine. You have a first name, you don’t need her full name. 🙄

SmalllChange · 28/11/2024 17:17

Completely standard practice, yes.

I've never known it to be any other way.

I too work for local council and we would never be expected to divulge our surnames.

Rickrolypoly · 28/11/2024 17:17

Why do you need her full name?

Ivyn · 28/11/2024 17:17

It's standard in my experience. It's to protect staff from angry people trying to track them down.

Lifeglowup · 28/11/2024 17:16

Yes, it will be for their safety.