Joe: No, my name is Joe. Who is Fred and where did the L's come from? This was all correct before I switched to FiOS digital voice.
Mike: Yeah Joe, according to my computer it says your name is Mr. L Fred L Ambeault. So I don't know what went wrong Joe. I've just taken care of the L's and changed it to Joe, so if you wait a couple of months all should be fine. Sorry for the mixup.
-- two months later --
Mike: Hi Mr. Ambeault L Fred. I just thought I would get in touch with you again to tell you about the latest things going on around here.
Joe: No, my name is Joe. I thought you fixed this whole Fred and L thing.
Mike: Well Joe, the computer here says your name is Joe Ambeault. Maybe by the next time I contact you I'll start calling you Joe and the L will be gone. Sometimes changes take a little while to filter through the system.
-- three months later --
Mike: Hi Mr. Ambeault L Fred
OK, so what am I carrying on about? Yes Joe. I actually DO know that your name is Joe Ambeault and have no problem addressing you as such. But for some reason, since switching to FiOS digital voice (which is otherwise awesome), Verizon has a problem addressing my dad (who is the account holder). The CallerID was wrong after the switch (and I *think* that finally has been corrected). Despite numerous calls to different departments to try to get this sorted out the bill still comes in wrong (does that mean he doesn't have to pay the bill since it was obviously intended for someone else? ). Mailings of Spot Light come in wrong as well. I would be happy to provide the correct details to Verizon AGAIN if it would help.
So here is my idea. When you are talking to customers... it would be nice if you could at least get their name right... and if something does get messed up, at least be able to fix it promptly.