Can my employer make me identify myself, by name, when answering the phone?

Question

My employer recently sent out a memo stating all phones should be answered : "xyz corp, my name is James, How may I help you"?

I am not comfortable saying my name, as the nature of the business is dealing with the public, and we must address many complaints.

Can I be forced to identify myself, and is there some privacy law that pretains to this that I can show my boss?

Thanks for all the replies so far. Would the answer be any different if it were a civil service job instead of a private employer?

Answer 1

Sure Can

Answer 2

It depends on the image you want to portray. If your Dad knows Bob from a professional setting, it really adds to the impact if you can pick up the phone and immediately let them know you know who you are talking to. It is very professional. If Bob is a friend, then it gives the appearance of being close to the person you are talking to due to use of the person's name. A person's name is a very powerful thing, when you use it in conversation more then people tend to like you better. In a really casual phone call or setting, using a person's name becomes less common as it is no longer really necessary. However, it won't really ever hurt to say "Hello" since under most circumstances the caller in understood to be the one that must present their name first. Beating the caller to it and already knowing their name will just improve the situation more.

Answer 3

I don't blame your desire for anonymity. I used to have to sign my last name on exchange/return slips when I worked in high school, and some customer called all the people in the phone book with my last name trying to find me and then ask me out on a date. I was majorly freaked out being all of 16. Ask your employer for a fake name. Indian telemarketers do it all the time. Good luck!

Answer 4

The bigger question is ... why would you not want to give your name. If you are uncomfortable with what you are saying on the phone or the value system of your employer -- change it, or move.

You are the one who has to feel good about what it is YOU are doing. Take pride in your job, or change the job, or move on. Life is too short to spend time at something you are not comfortable with.

Answer 5

see if you can say jim or jimmy if that makes you feel better.....
There are millions of James' in the world, I can think of 6 that I know right offhand and that's without thinking too hard......so you're James.....so is my best friend. Do you know anything else about him? Not likely the callers know much about you except you're the one taking the call.
Look on the bright side....
at least you aren't giving them your last name, phone number and address or telling them what kind of car you drive and where you parked!

Answer 6

If that is company policy, then you have to state your name. It still applies even if you were employed before the policy came into effect. They (the employers) have the right to reprimand or even disimss an employee who refuses to comply with company policy.

Doesn't seem fair, does it?

you may not be comfortable with it (I wasn't), at first, but you'll soon get used to it (I did).

Good luck

Answer 7

Are you worried about receiving complaints about how you deal with the public? If not, what is the problem? If someone is impressed with your way of helping, then maybe they would let your employer know.
It is only first name, anyway!

Answer 8

I think so. That's part of the job you agreed to do. Plus, it's good customer service. I hate when I call a place and the person won't give me their name. If you're only giving your first name, it's not like they can find you or anything.

Answer 9

Actually, I doubt it. You are an employee and your employer can dictate quite a few requirements for your employment.

Best thing to do would be talk to your supervisor and explain the situation. Maybe they'll find a work around for you.

Answer 10

Yes he can.
Put yourself in his shoes....if someone calls and the person who answers is rude, gives wrong information, etc., you would want to know who it was so you could speak with them and not accuse others. Or, someone might want to tell the boss how nice the person was that handled their call.See, it is also a way of protecting you.
.

Answer 11

If its not your last name,I suppose they can make it company poilicy. But would it be possible to perhaps come up with a fake name? Otherwise,James is a very every day name,it'd be hard to pinpoint you as James.