Call Centre Employees Need Disability Awareness Training
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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