Miss Manners: Do I have to tell angry customers my last name?

"The reason stores use first names or first names and last initials on name tags is to balance two reasonable, but competing, requirements. A customer is entitled to lodge a legitimate complaint through normal channels about inadequate performance by a salesperson. So the tag has to give enough information to uniquely identify the alleged offender. But the salesperson also has to be protected against illegitimate complaints or unwarranted approaches outside of normal channels."

"I am sorry that you are dissatisfied, but you do not need my last name to identify me to management. If you want to lodge a formal complaint against me, just give my first name and the time of my shift. I assure you that they will know how to find me. This response appeals to Miss Manners both for its politeness and because it calls out the customer's attempt to intimidate."

Fast-food restaurants use first names or first names with last initials on employee name tags to balance two competing needs: allowing customers to lodge legitimate complaints about service while protecting employees from harassment or illegitimate complaints outside normal channels. When customers demand an employee's last name, the employee can politely redirect them by explaining that management only needs the first name and shift time to identify and address concerns. This approach maintains professionalism while establishing appropriate boundaries between workplace accountability and personal privacy. Employees have the right to decline sharing personal information that could enable unwanted contact beyond their workplace.

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