ayaree

Thanks for your feedback. Another way is to just ask the caller 'are you happy for me to address you as .....?'

I personally find this works well on both B2B and B2C calls.

Neil
Train 2 Develop

My experience over 20 odd years has been that customers are more forthcoming with information you may need to extract if you use their first name. I have rarely had a customer complain about their first name being used.