Casual Friday has evolved and not well. Now, when you speak to a Millennial customer representative or place an order over the telephone, you are greeted by your first name.
“What can I do for you, Ann?”
I was told by one rep that it was to make the experience more friendly, more personal.
Yet, the two companies that train their employees best, Singapore Airlines and QVC, a home shopping TV channel, always greet you as Miss or Mister.
I hear complaints from both the young and the old about being called by first names, from the start, in a business transaction.
Heads up, Chase Bank in-house employees and Restoration Hardware telephone customer service employees.