"My name caused us to get crossed wires"

"Every call handler has a different way of answering calls and introducing themselves. It’s like a verbal signature and it’s what we're comfortable with – most of the time.

"On one call a while ago, I answered in my usual way by saying "You're through to the AA emergency service. You're speaking to Pauline. How may I help you?" The reply I got was totally unexpected.

"How dare you," she said. "I've never been spoken to like that in all my life." There then followed a few expletives.

"In total shock I replied, "I'm so sorry. Whatever have I said to upset you?" The lady then said, "How dare you say that my speaking is appalling."

"It was then that the penny dropped and I explained to her that what I'd actually said was "You’re speaking to Pauline," which is my name.

"The poor woman was absolutely mortified and couldn't apologise enough and afterwards we both had a good laugh about it. However, I’ve changed my introduction. I now say, "You're through to the AA emergency service. My name is Pauline. How may I help you?"

Pauline Mather, AA Call Centre