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A Caller By Any Other Name

, , , | Right | September 22, 2021

Like most call centers, we are required to do a “handshake” at the beginning of each call; that is, get the caller’s name and, if applicable, the company they are with. We get dinged during performance reviews if we don’t ask.

Caller: “I have an issue with my invoice.”

Me: “I’m sorry to hear that. Let me take a look. Can I get your name, please?”

Caller: “No.”

Me: *Taken aback* “I’m sorry?”

Caller: “No, you can’t have my name. That’s private. It’s rude of you even to ask.”

Me: “Okay, well, what information can you give me to find the invoice?”

Caller: “You can find the order under my name.”

Me: “…”