I called Caring Hands Transport because I needed a ride to and from a routine colonoscopy due to the sedatives. I asked to speak to a supervisor. I was transferred to a man. I don't know his name because when he identified himself, I couldn't understand his speech.
Between a thick accent, bad connection and at least one very young child screaming in the background, I simply could not make any sense out of what he was answering to my questions. Finally I told him he needed to move to a quiet area. I should NOT have had to do this.
So he goes to a quieter area (which he had no problem doing once I requested it), but you'd think he'd have a phone system that's clear instead of a bad connection. Between that and his sloppy speech, I still had difficulty understanding him. I do not have a hearing impairment.
I then said I was having difficulty understanding his speech, and that I would explain in more detail my circumstance and needs.
After I was done explaining, I stopped and heard dead silence. He had hung up.
Now, I've spoken to many service reps over the phone who had accents. But something about this particular man, every time he spoke, made me picture a man with a scruffy grey beard, an opened shirt and hairy belly as he held a six-pack of beer. I could not help but picture this image as he spoke.
I sent my complaint to Caring Hands Tranport's email and received a response.
Their email said: "We hire people from all walks of life and we certainly do not put down others because they look, talk, or act different from us."
That may sound like a noble thing for this company to do. But they should also know that their potential clients include people facing medical procedures who need a ride from a stranger, and this is a very stressful situation. So instead of hiring people "from all walks of life," Caring Hands Transport should focus on hiring the most suitable people for their potential clients.
I didn't put anyone down. A potential client with anxiety over finding a reliable transportation service for a colonoscopy NEEDS to understand what the employee is speaking!
The email also said that this man works from home, takes care of elderly in-laws and can't always answer his phone in a quiet area. Well, he had no problem going to a quiet area ONCE I REQUESTED IT.
This means he could have answered the phone in a quiet area. He at least could have said, immediately after answering the phone, "Pardon me, let me take the phone to a quiet area." He didn't even do that. I had to request it, and this was at about 40 seconds into the call.
This individual was a supervisor. I would expect so much more from a middle aged supervisor vs. a 20-year-old with little business experience. Next day I contacted a different transportation service. My goodness, the difference was like night and day. The person who answered spoke clearly (I don't care if someone is from Mars; all I ask is for clear speech), and the background was silent. For all I know, this employee, too, was working from home and took my call in a quiet room while his three kids were screaming in another room. read more
