I get a call the other day asking for a password reset for an application we support.
Me: Hi this is IT Gringo, what can I do for you today?
Them: I need a password reset.
Me: Ok, can I get your name?
Them: John
Me: (long pause) and could I get your last name?
Them: Oh, Smith
Me: Thanks, I've reset your password
Them: Thanks
Me: You're welcome, anything else I can do for you?
Them: No, thanks, have a good day.
Me: You too (hangs up phone)
Ok, so the lesson to learn here is when you are calling a company to get a password reset, or for any technical issue for that matter, give me your first & LAST NAME, I'm not a mind reader.
