Name changed to avoid getting shish kebabed by the customer.
I’d never worked in a call centre before my last job. I was used to customer-facing roles, but taking calls is a whole other kettle of fish.
So a few days into the job, I’m still getting the hang of things: call structure, handling complaints, abuse – the usual.
Then this woman calls.
She’s already *pissed*. She immediately asks to speak to a manager, and I let her go on about how steamed she is for a couple of minutes. She draws to a close, and reveals she’s mostly upset because she was addressed by the wrong name by a previous advisor, and told she couldn’t change it on the system.
Thinking she was maybe trans, the ‘oh crap’ meter goes way up. I apologise profusely, and she seems genuinely happier to get through to someone who understands, and apologises for her outburst. No no, nothing to apologise for, I tell her.
We go through security successfully, and I ask her preferred title. ‘Miss’. OK, matches what we have. Cool. I tell her we have her down as female, and confirm that’s OK. I ask what name she prefers.
“My name is G.”
“…Oh, is that G-e-e, or-”
“No, just the letter. See, this is the problem I had last time. Your colleague said it *had* to be longer, and that I had to have a surname. But G is my whole name. I don’t acknowledge anything else. Not anymore.”
Consent to change details is pretty crystal clear, so I try editing the fields for her name. No such luck. But she’s pretty understanding, and accepts when I say I’ll leave a note on the account that will appear every time she calls from now on, so it’s the first thing the agent reads. G even leaves me a nice survey afterwards.
Naturally, I got marked down for agreeing with her name choice. Ah well. So ends the saga of Miss G-and-nothing-else.