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‘G’ and nothing else

Name changed to avoid getting shish kebabed by the customer.

Well, ‘name’.

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.

What do you think?

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Quick way to close you out

Is it common to get a score for the nicest words you use on the phone?