Quote:
|
Originally Posted by Gareth56
The reason why some don't give their surname is because they don't want you to be able to identify them as being c**p at their job. They may be obliged to give you their extension number but whether they do or not is a totally different matter.
|
No the reason some of them don't want to give out their surnames is a few of them have been the victim of abuse and threats from customers. When a company has an e-mail policy of
firstname.lastname@ntl.com it doesn't take a rocket scientist to figure out someones e-mail address.
Also it isn't unknown for customers to appear at reception and ask to speak to a specific member of staff.
If you ask for an extension to specifically identify someone then 99% of the time you will receive it.
I've listened into literally hundreds of Ntl CS calls and could count on 1 hand the number of times that CSR's have refused to give any contact details. On all those occasions the CSR's no longer work for the company.