haha They are just doing what their bosses are telling them - be more "friendly" and "approachable." Just like those CSRs in those offices across the pond, giving you an English name (assuming you are calling from an English speaking country) and asking how you are doing. Drives me crazy!! I am thinking, "You lie to my face that you have an English name and then make it worse by trying to give a flying poop about how I am doing..."