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fca767
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Giving Your Full Name Out At Work

Tue Feb 05, 2013 8:13 pm

I was on the phone to a customer, and I was asked for my last name, and I said I cant give that out. One of the supervisors said I have to give it out and if it was another manager i would be in trouble.

How can this be enforced, it goes against privacy?
 
desertjets
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RE: Giving Your Full Name Out At Work

Tue Feb 05, 2013 8:17 pm

I guess the first question is what do you do? And why would giving out your full name being a violation of privacy.


When I answer my phone I use my full name. My full name is in my email signature. My full name is on my business cards.

The other question I suppose is what was the situation regarding where the customer wanted to know your full name.
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Tugger
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RE: Giving Your Full Name Out At Work

Tue Feb 05, 2013 8:19 pm

Quoting fca767 (Thread starter):
I was on the phone to a customer, and I was asked for my last name, and I said I cant give that out. One of the supervisors said I have to give it out and if it was another manager i would be in trouble.

How can this be enforced, it goes against privacy?

It all depends on the business. But normally if you are in a customer service role versus a "Professional" role a company would not require one to divulge their full name but rather just provide their "Employee Number" as a way for a customer to keep record of who they spoke with.

Tugg

[Edited 2013-02-05 12:22:25]
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IH8BY
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RE: Giving Your Full Name Out At Work

Tue Feb 05, 2013 8:31 pm

Quoting fca767 (Thread starter):
One of the supervisors said I have to give it out and if it was another manager i would be in trouble.

You need to ask your line manager (or the line manager from the call centre you're placed in, if an agency worker) what the company policy is. In a previous role in a customer relations centre I was expected to give my surname if asked. Furthermore whenever I entered written correspondence I would use my full name.
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ER757
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RE: Giving Your Full Name Out At Work

Tue Feb 05, 2013 8:32 pm

I'd have no problem with it if asked - I have a very common first name and a very un-common last name so should the caller need to speak with me again it would be much easier for him to ask for me by both first and last names in the event he called back to our main number rather than my direct line. Also, our email addresses are first name.last name so any email communication with anyone (about 90% of all customer contact in my position) would contain my last name as well.
 
Maverick623
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RE: Giving Your Full Name Out At Work

Tue Feb 05, 2013 8:36 pm

You need to sit down with that manager, the other manager, their boss, and an HR person, and get the policy down in writing.


In many positions, it is common to give out full names. In others (the airlines, for instance), it is a BIG no-no. People have been known to do some pretty scary stuff, especially with this age of social media and the ease of finding someone.
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AR385
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RE: Giving Your Full Name Out At Work

Tue Feb 05, 2013 9:39 pm

There is some context lacking in here. Why was the OP asked his full name in the first place?
 
joffie
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 12:46 am

I remember making an insurance claim on my car at the start of last year, and the young woman told me they are not meant to give out their last name because people try and look for them on FB ect.

I suppose each company has policies, but it might be different if you have a casual job working in a call centre compared to a professional with their full name on their business card.

I have no problem giving out my full name, and I suppose lots of us do but I do keep my FB hidden.
 
Quokkas
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 12:56 am

Why would giving out a last name be more invasive of privacy than giving out a first name?

I can't see why giving out last names would be a problem. It isn't all that long ago that no-one was addressed by first names unless they were family, friends or associates of long standing. When I first started work there was no way you would call the boss Bill: it was Mr Bloggs.

I can see that using first names appears more relaxed but if you have a person has a fairly common name like John or Sue, if you subsequently all the company and say "I spoke to John/ Sue", the first thing back will be "which of the four was it?" The same would also apply in a situation where their were multiple Smiths and Jones.

While it is true that one never knows who is on the other end of the phone, a common reason for reluctance in giving out a full name is where the staff member has been either less than helpful or just plain rude, and it is a boon for companies and government department that thrive on giving people the "run-around", although I am not suggesting that is true of the OP.
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 1:06 am

Quoting Quokkas (Reply 8):
I can't see why giving out last names would be a problem

I believe you are under the impression that the desire was for a last name instead of a first name, when from what I can tell it was in addition to his first name.

With that said: Assuming the customer wanted both his first and last name, the reason is probably the same as yours to not put your first and last name in your A.net profile.

Tugg
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tb727
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 1:14 am

Quoting fca767 (Thread starter):
I was on the phone to a customer, and I was asked for my last name, and I said I cant give that out. One of the supervisors said I have to give it out and if it was another manager i would be in trouble.

While I don't think it's necessarily an invasion of privacy, I am curious to why you have to give it. I think if you don't want to, you shouldn't have to. Your initials should be good enough to track you down depending on the size of your company.

Quoting tugger (Reply 2):
It all depends on the business. But normally if you are in a customer service role versus a "Professional" role a company would not require one to divulge their full name but rather just provide their "Employee Number" as a way for a customer to keep record of who they spoke with.

When I was a dispatcher, I used to just ask customs agents for their badge number for my records when setting up customs, never asked for a name to avoid any problems if they didn't want to give that out. Sometimes I would only get initials instead of a badge but that was good enough for me.
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Quokkas
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 1:33 am

Quoting tugger (Reply 9):
I believe you are under the impression that the desire was for a last name instead of a first name

In which case, your belief is unfounded.   As I indicated, there may be instances - indeed often are - where several members of staff have the same or similarly sounding first names and the request for the last name makes clear which Jon or John was involved in the exchange.

Quoting tugger (Reply 9):
the reason is probably the same as yours to not put your first and last name in your A.net profile.

A public internet forum is hardly the same as a place of business where future contact may be required.

[Edited 2013-02-05 17:47:38]
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 8:25 am

Quoting joffie (Reply 7):

And thats the reason in my last company I refused. One evening I got home and this creep kept trying to add me and sending messages. I stopped giving it out and once was told I had to give it. I refused and reffered it to HR and told them if need be they could set up a false name just to use but internally everyone would know it was me for instances of disputes etc...

Anyway they saw I was not giving in and I showed them screen shots of my FB showing the customers attempts to hassle me and they backed down. Another girl at work had a guy waiting outside for her after work one evening and security was called as he had seen her photo on FB after she innocently gave her full name. This could have been very dangerous to her personal security. After that the majority refused to give surnames but opted instead to give first name and dept/manager which could then be traced in any dispute or complaint.
 
Geezer
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 9:12 am

Quoting Quokkas (Reply 8):
When I first started work there was no way you would call the boss Bill: it was Mr Bloggs.

If I was the boss and my name was Bloggs, I think I would just tell everyone to call me "Bill" !

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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 10:34 am

Back in my college days I worked for a summer as a res agent. We all used alias names when working with people on the phone. Your supervisor knew what alias you used. The reason we did this was because most of the res agents were women and they didn't want any creeps calling them on the phone at home or even worse, showing up there.

This was years before the internet.
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falstaff
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 1:31 pm

I use my first and last name at work. It is on my business cards, it is on the contact information page on our public website, and our work email addresses are last name, first initial. No point in trying to hide it.



Quoting type-rated (Reply 14):
Back in my college days I worked for a summer as a res agent. We all used alias names when working with people on the phone. Your supervisor knew what alias you used.

I did that kind of work in college too (as a paid internship) and some people, particularly women did that.

People working in the broadcasting business use an alias a lot.
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luv2fly
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 3:14 pm

My friend cuts hair and use to post there licence, they since stopped as guys would read the licence and then want to add them to facebook. Creepy world we live in.
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FlyDeltaJets
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 4:15 pm

The call center I used to work at only required you to give out your first name and employee number. That is far sufficient to figure who you were corresponding to. Most modern call centers have computer phone routing systems, just knowing the time, date and phone number you called from can trace your call to whom you spoke with as well as a recording of the call.
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moo
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 4:22 pm

My stance is, if the person is calling or visiting so as to talk or meet with me specifically, then they get my full name - but if the person is calling or visiting the company generally, and I happen to handle them, then they get my first name.

So in the case of a call center, the caller would not get my surname, and any supervisor that tried to force me to give it would be having to fill a vacancy soon after.
 
CplKlinger
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 4:40 pm

Well, my full name is on my name tag, so I don't have a choice (retail management). But since I have an extremely common first and last name, good luck finding me on Facebook. Besides, my profile picture isn't me, and my forward facing Facebook profile shows nothing to anyone outside doing a search. I have it pretty well locked down. I have no problem giving out my name at work when it's over the phone, because I'm often dealing with people at other companies that deal with us, so it's on a professional level.
 
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 5:23 pm

What's with this fear of finding the Facebook profile? You still have to ultimately approve friendship of the person any way. If that is the biggest fear of giving out one's last name then I think that is a foolish fear to have.
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Tugger
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 5:52 pm

Funny, this is an aviation site and yet no one has mentioned that air crews do not show/provide their names to the traveling public. I always see their badges turned to not show their names and they generally will not show you their badge or give their full name if asked.

Tugg
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falstaff
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 6:53 pm

Quoting tugger (Reply 21):
I always see their badges turned to not show their names and they generally will not show you their badge or give their full name if asked.

I see badges turned both ways but I usually am not standing close enough to read them anyway. I have never had a reason to know an airline employee's last name, unless they were a friend of mine.
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luv2fly
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 7:06 pm

Quoting falstaff (Reply 22):
I see badges turned both ways but I usually am not standing close enough to read them anyway. I have never had a reason to know an airline employee's last name, unless they were a friend of mine.

Look at some of the badges prior to 9-11 they were rarely if ever updated photo wise. Now it is better though some photos you would be hard pressed to match with the persons badge it is.
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lewis
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RE: Giving Your Full Name Out At Work

Wed Feb 06, 2013 7:09 pm

I always give out my full name, it is in my email signature, business card and all my clients and colleagues know it. I see how it could cause a privacy issue in call centers but I am in a client-facing environment.

Quoting tugger (Reply 21):
Funny, this is an aviation site and yet no one has mentioned that air crews do not show/provide their names to the traveling public. I always see their badges turned to not show their names and they generally will not show you their badge or give their full name if asked.

I feel like I have seen names of crew on their company name badges, I am pretty sure I last saw them when I flew BA. I don't remember if it was first name only though.
 
Quokkas
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RE: Giving Your Full Name Out At Work

Thu Feb 07, 2013 2:24 am

Quoting tugger (Reply 21):
Funny, this is an aviation site and

It must vary from airline to airline but on every EK flight that I have taken, during the welcome aboard speech the name of both the Captain and First Officer have been given out: first name, last name. I have also heard pursers giving out their names in this fashion. Perhaps they figure no one is paying attention anyway.

I have noticed that during boarding some cabin crew have been wearing a photoID suspended around their necks, which included first and last names. During the flight these were replaced by Emirates badges with just the first name shown.
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Flighty
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RE: Giving Your Full Name Out At Work

Thu Feb 07, 2013 2:42 am

Imagine if you are in court, and the judge is simply "Linda" with no last name... people need to be accountable. For big time professionals, they need a name to be attached to their responsibilities and their work.

For servers, private dancers, bouncers at the club - maybe not.

If you are talking to a customer on the phone, and they want your last name, it can definitely be a grey area. I would say give it out -- they have a right to identify who is speaking to them. Otherwise, don't speak to them. But it is an interesting question, for sure.
 
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moo
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RE: Giving Your Full Name Out At Work

Thu Feb 07, 2013 11:11 am

Quoting Flighty (Reply 26):
I would say give it out -- they have a right to identify who is speaking to them.

They have a right to identify who is speaking to them, but they don't have a right to personally identify you outside of that context - first name and phone extension is fine for that, they don't need a surname.

Quoting Flighty (Reply 26):

Imagine if you are in court, and the judge is simply "Linda" with no last name... people need to be accountable. For big time professionals, they need a name to be attached to their responsibilities and their work.

Depends on the relationship between the person and their working reputation - is it important whether someones prior reputation is known? Depends on the job.

For a call center employee, or someone dealing with a customer on the phone, no not really. For a Judge? Certainly.

In the UK, police officers are required to give out a badge number, but no more.
 
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zippyjet
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RE: Giving Your Full Name Out At Work

Sat Feb 09, 2013 3:33 am

First name and employee number that is it. What gives me the heebee geebies is when an irate passenger/customer demands a co-worker's name and other "411." In the past, I've told them I don't feel comfortable disclosing that information but offer them my name. And I see where the fur flies. And I then CYA.
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scrubbsywg
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RE: Giving Your Full Name Out At Work

Sat Feb 09, 2013 6:32 am

I guess i would have a hard time getting away from it. My engineer's stamp has my last name right on it.
 
ZKSUJ
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RE: Giving Your Full Name Out At Work

Sat Feb 09, 2013 9:54 am

Quoting tugger (Reply 21):
this is an aviation site and yet no one has mentioned that air crews do not show/provide their names to the traveling public.

Unless you're flight crew, then your full name gets read out over the PA system on the 'welcome aboard' speech
 
NorthstarBoy
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RE: Giving Your Full Name Out At Work

Mon Feb 11, 2013 6:50 am

I dont give out my last name, i just say "I'm the only scott here." If I do give out my last name then I have to spell it phonetically one letter at a time, besides which, it just doesnt roll off the tongue well. When i first started in my line of work the company I worked for at the time wanted us to give our first and last names so I used to make up a last name that sounded better, like Pippen. For the first few months i gave out my last name and half the people i talked to called me "Pat" so I just stopped doing it.
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luv2fly
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RE: Giving Your Full Name Out At Work

Tue Feb 12, 2013 2:18 pm

The OP never came back and gave us an update or any news really. Why post something and then not participate?
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