Bad Manners and Brimstone

I don't think it's out of the question for the customer to want to exchange pleasantries before getting to business. I often say that sort of thing. It feels rude to me to jump right in to business without acknowledging that I'm speaking to another person.

Of course I'm not trying to get personal information from the person I'm speaking to, and I won't share personal information either. But "Hello! How are you today! (or) Have a great (weekend, evening, whatever holiday it might be)!" and a reply of "Hi! I'm fine, thanks. (or) You, too." doesn't seem too awkward or intrusive to me.

And yes, if you tell me your name, I might use it back to you. ("Thanks for your help, Carol.") It helps me remember it and again, acknowledges the person on the other side of the phone line is an individual person.