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  • Things relay users need to stop doing

    Okay, I can't post any specifics because of confidentiality issues, but I have had enough time to build up a general rant against common behaviors.

    Here is the list
    1. It is spelled "REDIAL" not "REDAIL", you have spell check on your computer, please use it.
    2. Recall is what a manufacture does when they release a defective product, in context of phone calls call again or redial would be the appropriate request.
    3. Read the updates the company sends you
    3a. We have sent out notice after notice that people can reach you through your assigned phone number that is displayed at the beginning of the call, please stop pretending that you have no phone number.
    3b. Those same notices have said that we can accept messages and email them to you, but you need to opt into the program, please start doing that.
    3c. We have sent out notices that from now on unless instructed otherwise we will choose the English option, we even tell the caller in the call that is what we are doing, please stop telling us you want to select English after we have already chosen it.
    4. You think immediately asking for a live rep makes you smart for trying to skip the menu, but what it makes you is impatient and lazy... it takes very little extra effort to include instructions on who you want to talk to... believe it or not but large companies often have people who specialize and if you don't tell us otherwise we will find you the live rep that has the least resistance to get to, so we hope you want to talk to sales.
    5. Please focus on your call, the hearing user and I are giving you our undivided attention, so please return the courtesy.

    Now, hearing users aren't off the hook.
    1. it takes time for people to type their responses, please stop asking me if they are still typing less than 15 seconds after you are done speaking.
    2. I understand most people have no clue how fast they are speaking (average conversation takes place above 150 words per minute), but seriously, I'm flattered that you think I can type at 300 words per minute, but please, slow the hell down to something reasonable.
    3. This should go without saying whether or not it's a relay call, but please speak into your microphone, it's not that hard to do and makes my job half as difficult.
    4. "This is a business" is not a valid answer to "This is (relay) assisting a deaf or hard of hearing person calling you, are you familiar with how relay calls work?"... deaf people have just as much of a right to be a customer in this country as hearing people... the fact that you need to ask why a deaf person would be contacting you is proof that you have no business in customer service.
    If you wish to find meaning, listen to the music not the song

  • #2
    From the other side of things. Stop chastising me if I forget to say "go ahead" once or twice.

    Comment


    • #3
      Quoth LotteryMan View Post
      From the other side of things. Stop chastising me if I forget to say "go ahead" once or twice.
      If it makes you feel better, relay operators hate go ahead as much as hearing users do... and a lot of relay companies are now making it optional anyway.
      If you wish to find meaning, listen to the music not the song

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      • #4
        You do such an amazing service for us deaf individuals. I have nothing to add other than I think you rock and we need more relay operators like you!!!
        The large print giveth, and the small print taketh away.

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        • #5
          Yesss! We prefer not to have a SnarleyEagle.


          (have you ever tried to twist your beak into a proper snarl? Ow ow ow! and still no fangs!)
          I am not an a**hole. I am a hemorrhoid. I irritate a**holes!
          Procrastination: Forward planning to insure there is something to do tomorrow.
          Derails threads faster than a pocket nuke.

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          • #6
            Most relay operators I have dealt with are pretty good. However the other week I had the worst I have ever dealt with. I had to pause 5 seconds between each word I said. Not kidding. Even if the word was simple, such as I, You, May, Can, Do. More than 1 word at a time seemed beyond her. Most relay operators can handle at least 4-5 words (some are amazing and remember 7-9 & yes I do consider that great when you have to type it as you hear it AND are trying to spell everything.). I try to talk in 5 word spurts with relay operators, and don't mind the occasional reminder to slow down. I get maybe one relay call every 2-3 weeks, so am not used to them enough to have a great pattern.

            One Question, Smiley? If I just asked someone's name, and got the response back, if I then ask 'Can you spell <name> for me?' Do you have to then ask the caller to spell it (even though it is on your screen) or can you spell it for me as the caller just did?

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            • #7
              Quoth Teskeria View Post
              One Question, Smiley? If I just asked someone's name, and got the response back, if I then ask 'Can you spell <name> for me?' Do you have to then ask the caller to spell it (even though it is on your screen) or can you spell it for me as the caller just did?
              I am also curious about this. I recently had a call where the relay was having trouble pronoucing the name. I asked her to just spell it for me instead and was chastised for speaking to her directly. I felt odd having to then ask the customer to spell it. I wondered whether the customer just typed their name again the exact same way or if they had to put little dashes between each letter.

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              • #8
                For those asking about spelling - I've had it go both ways as the "caller" in a relay call. Sometimes the person on the other end asks for spelling, and the relay operator gives it to them without prompting me. From my end it looks like this:

                "Them: Can you spell that?
                Operator (spelled name)
                Them: Okay, thanks"

                Other times they leave it for me to type out.

                "Them: Can you spell that?
                Me: It's spelled L-a-s-t-n-a-m-e
                Them: Ok, thanks"

                I can understand the request, because my last name is spelled oddly due to being Germanic. It's individual as far as how operators handle it. I think the newer operators will tell them to address the caller, whereas more experienced ones will be able to tell whether the caller has accurately spelled their name on the text/IM and will relay that information without requiring the caller to type it out again.

                Comment


                • #9
                  For the spelling, it also depends a lot of the style of the relay operator. I just automatically spell out every name at least the first time I say it, because that is how I talk (when I call somewhere and they ask my name, I'll respond, it's Smiley, s m i l e y, Eagle, e a g l e... ), but there isn't an industry standard (and for concerns over typos, I figure there are times that I flub up spelling my name and have had to correct it, so welcome to the hearing world ). One thing I will throw out, the private relay companies (which is what I work for) are a lot more focused on trying to make the calls easier because we have to compete for users ( I think I will actually start a relay 101 thread to explain that), so if they announce a name that sounds governmenty then most likely you will have to stay very strict to the old standards, if it sounds more like a company name then they may be more willing to deviate from standards (as is evident by making Go Ahead optional)

                  And Teskeria, when you have that happen, make sure to get their interpreter ID and the company they work for and find a way to contact that company (you don't have to be confrontational about it, by law we are required to disclose our ID, company name, and a method of contact, and it is quite common for people to ask for that information to verify the validity of the call). You definitely want to file a complaint about them, FCC standards are at least 60 words per minute with at least 93% accuracy, so if they are that slow then the company is not meeting FCC requirements and needs to be aware of it.
                  If you wish to find meaning, listen to the music not the song

                  Comment


                  • #10
                    "This is a business" is not a valid answer to "This is (relay) assisting a deaf or hard of hearing person calling you, are you familiar with how relay calls work?"... deaf people have just as much of a right to be a customer in this country as hearing people... the fact that you need to ask why a deaf person would be contacting you is proof that you have no business in customer service
                    To me, that response says "my number is compromised and I'm getting telemarketers and I think you're one of them." Although that means the agent with the compromised number should get it changed, if the telemarketing calls are so frequent that that's the first thing to pop into their head.

                    Comment


                    • #11
                      Quoth smileyeagle1021 View Post

                      And Teskeria, when you have that happen, make sure to get their interpreter ID and the company they work for and find a way to contact that company (you don't have to be confrontational about it, by law we are required to disclose our ID, company name, and a method of contact, and it is quite common for people to ask for that information to verify the validity of the call). You definitely want to file a complaint about them, FCC standards are at least 60 words per minute with at least 93% accuracy, so if they are that slow then the company is not meeting FCC requirements and needs to be aware of it.
                      I must not be getting many good companies. because all they say is 'this is relay operator ###. Are you familiar with how a relay call works?' They never give company name and contact info. I think I will start asking that.

                      Thanks Smiley!

                      Comment


                      • #12
                        One hearing impaired person called, I get tired of her saying "well, this will take a minute, they are typing my answer, it takes a while for me to read what they typed blah blah blah...." I already know this is a relay call, I really don't need a whole coversation with you and I don't need to know what is going on on your end, since I know I have to wait a while. Ok, if you need to say, "one moment, I'm reading," ok, but not a whole conversation about it.
                        Time! Time! Time is what turns kittens into cats.

                        Don't teach me a lesson; all I learn is that you are an asshole.

                        I wish porn had subtitles.

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                        • #13
                          Quoth Aria View Post
                          if the telemarketing calls are so frequent that that's the first thing to pop into their head.
                          I don't think it's so much this as it is most hearing folk have never taken a relay call. Even working for two large companies as a front line CSR for 10 years I think i took maybe 5 relay calls ever and that was with my average calls per day at around 220 during peak days.
                          Last edited by Chanlin; 04-26-2012, 03:28 AM.

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                          • #14
                            When I worked for Monkey Wards Repair, I had exactly 1 relay call the entire time. Didn't take much to figure out how it worked and since there was two of us typing at the same time... I had to enter information in my brick of a dumbset computer. It went far smoother than some of my hearing (but brain impaired) calls!
                            If I make no sense, I apologize. I'm constantly interrupted by an actual toddler.

                            Comment


                            • #15
                              Quoth Aria View Post
                              if the telemarketing calls are so frequent that that's the first thing to pop into their head.
                              Well, to be fair -- in the US, at least -- businesses are not allowed to put their numbers on the "Do Not Call" list (tho I have no idea why not, or how often such a thing would be checked); charities, political campaigns (which are one of the things I REALLY want blocked), and businesses with which you are connected (including creditors and their collection agencies) are exempt. If I ran a TM company, heck, I'd be eager to always have a current DNC list -- I'd save money by never calling the people who are just gonna hang up on my operators, curse them out, or lead them along and then hang up right when it's time to get shipping/payment info ^_^ Er...not that I endorse doing the second two. The ops are people, too.

                              I really don't understand why TM companies call businesses anyway -- If the employees are doing their job, they'll ignore the calls and get back to real customers anyway.
                              Last edited by EricKei; 04-27-2012, 08:35 PM.
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