How to call customers by name on the phone: asking, saying it right and writing it down
Sado AI team · · 4 min read
In short
Using the customer’s name is the cheapest way to make phone service personal. Ask for it once, early in the call; if it’s unusual, repeat it back and write it down at once. Then use it two or three times: after the greeting, when confirming something important and at goodbye. In Uzbek you add «aka» or «opa»; in Russian you use the name or name and patronymic with the formal «вы». A name saved in the CRM spares the customer a second introduction. A name in every sentence sounds fake.
Why the name matters
When people hear their name, they feel listened to. On the phone there is no face and no body language, so the name is one of the few things that warms a call up. The second benefit is practical: once the name is written down, the request is tied to the right person, the next employee doesn’t ask “Who are you?”, and a callback can start with “Akmal, we spoke yesterday about the sofa”.
How to ask for the name
- Introduce yourself first, then ask: “I’m Malika from Nur furniture. May I have your name?” People give their name more easily to someone who gave theirs.
- If the name is unusual, repeat it: “Ravshanbek, did I get that right?” It isn’t awkward; it shows attention.
- If spelling matters, for documents, contracts or deliveries, ask them to spell the surname.
- If the customer doesn’t want to give a name, don’t insist: say “Of course” and carry on. A phone number is enough for a request.
- Write the name into the CRM or sheet straight away; by the end of the call it will be gone.
Uzbek and Russian: how to address people
| Who | In Uzbek | In Russian |
|---|---|---|
| An older man | «Akmal aka» | «Акмал Рустамович» or «Акмал» |
| An older woman | «Dilnoza opa» | «Дилноза Каримовна» or «Дилноза» |
| A young customer | «Sardor» or «Sardor aka» | «Сардор», still with «вы» |
| A company contact (B2B) | Name + «aka/opa», or «Siz» | Name and patronymic |
| Not sure | «aka/opa» is safer | Ask «Как к вам обращаться?» |
You can’t judge age reliably from a voice. When in doubt, «aka» or «opa» is the safe choice in Uzbek: younger people take it as respect too. In Russian, never use the informal «ты».
How often to say the name
- At the start, once you know it: “Thank you, Akmal aka.”
- When confirming something important: “Akmal aka, so we deliver on Saturday at ten.” The name holds attention here.
- When saying goodbye: “Have a good day, Akmal aka.”
- Not in every sentence: too much repetition sounds like a sales script.
- If someone else picks up, check the name and give no details: “Could I speak to Akmal aka?”
- If you get the name wrong, apologise and fix it: “Sorry, Ravshanbek, I’ve corrected it.”
Sample incoming call
Sado: Assalomu alaykum, Nur furniture, Malika speaking.
Caller: Hello, I ordered a sofa yesterday. When will you deliver it?
Sado: Let me check. May I have your name?
Caller: Akmal. Akmal Yusupov.
Sado: Thank you, Akmal aka. Your order is booked for Saturday, between ten and twelve. Does that suit you?
Caller: Yes, that’s fine.
Sado: Great, Akmal aka, expect us on Saturday from ten. Have a good day!
Does an AI operator use the customer’s name too?
Yes. On outgoing calls the name comes from the list you upload (Excel or your CRM): the AI outbound calls operator opens with “Am I speaking with Akmal aka?”. On incoming calls the company adds “May I have your name?” to the questions it wants asked, and the operator answering your incoming calls asks it and writes the answer to the portal.
Every call’s recording, transcript and collected answers are in the portal, and on the lead card if Bitrix24 is connected. Sado speaks Uzbek and Russian, in whichever language the customer uses. Hear it for yourself: try it live or call 78 778 01 23.
Questions
What if the customer won’t give their name?
Don’t insist; just carry on politely. A phone number is enough for a request or an order, and you can ask for the name next time.
Do I need the patronymic when speaking Russian?
With older and formal customers, especially in B2B, name and patronymic is polite. If you’re not sure, ask «Как к вам обращаться?» and use the form they give.
Where should we keep customers’ names?
With the phone number in your CRM or sheet. Uzbekistan has a law on personal data: record only what the service needs and don’t pass the list to outsiders.