Just managed to get back to looking at Contacts in Outlook 2016. What View is she using?
I use list view by default, but even if I go to create another view from scratch the default sort initially is by File As, Ascending, and for individuals the File As is last name first.
Brian - Windows 10 Pro, 64-Bit, Version 1909, Build 18363
Tolerance is the positive and cordial effort to understand another's beliefs, practices, and habits without necessarily sharing or accepting them.
~ Joshua Liebman