Do It Myself Blog – Glenda Watson Hyatt

Motivational Speaker

Call Centre Employees Need Disability Awareness Training

Filed under: Living with a disability — by at 9:49 pm on Tuesday, March 6, 2007

From a phone call earlier this evening:

Glenda: “Hi!” Dead silence on the other end of the phone. “Hi?”

Caller: “Hi, this is TD Canada Trust Visa. Is Ms. Watson home?”

Glenda: “Yes, hi.” Actually it is Mrs. Watson Hyatt, but close enough.

Caller: “Is Ms. Watson there?”

Glenda: “Yes, I am she.”

Caller: “Are you Ms. Watson?”

Glenda: “Yes!”

Caller: “Is there a better time to call?”

Glenda: “No.” My speech won’t be any clearer tomorrow.

Caller: “Would tomorrow be a better time to call?”

Glenda: “No.” I am not the only one with a disability here!

Caller: “Have a good evening. TD Canada Trust Visa.”

Some Visa customers have speech impairments, hearing impairments and heavy accents. Yet, we still pay the same exorbitantly high interest rates. Thus, we deserve to be treated as the same valued customers during these most annoying phone calls.

March 7th update: I emailed TD Canada Trust customer service with this post link and an offer to conduct awareness training for their call centre employees. I’ll see what happens.

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1 Comment »

Comment by Carla Golden

March 12, 2007 @ 8:02 am

Bravo, Glenda! I think these people become so focused on the job-at-hand that they forget the importance of relating with the person they are talking with. We all need to treat each other as people and not objects, targets or potential sales. I have a hearing challenge and wear hearing aids. I have trouble hearing on the phone and have had to ask people to speak up, slow down and many times the individual refuses to do so or hangs up instead.

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