Customer service when you have a disability
Angie’s Customer Service Rant…
This is my first ever attempt at blogging using voice recognition software. I find it easier to dictate to the computer rather than writing it down. So far, so good!
Today I would like to share my experiences regarding customer service or rather the lack of it in this country as I have noticed other people are starting to feel the same way as me regarding this subject.
Over the years I have been lucky enough to travel extensively across the UK and I have also worked in America and Europe. I have met and mixed with people from all walks of life and I am appalled at how we think it’s ok to spend more time telling people what we can’t do, instead of what we can. The attitude abroad is so different, we should be ashamed.
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As I worked in a customer facing the role, I had always prided myself on my customer service excellence, however after a few weeks of training in America, I was shocked to discover that I was in fact, dreadful. I learnt more in three months than I had in a whole career in the UK. I discovered such things as body language, voice techniques, and dealing with aggression in the workplace, it was an amazing learning curve. These are now available here but companies don’t seem to take it seriously.
The basic difference as I see it is this, in America, the staff are more motivated to assist the customer and ensure that the customer has a pleasant experience and therefore will return which increases sales in the long run. The UK tends to offer bonuses based on sales with no strong emphasis on customer service therefore only ever achieving a “quick win“ with no long term future. American staff get big bonuses based on customer service excellence. I hate to say it but they really have got the jump on us with this one however I would like to share my experiences.
The Pub
Approximately seven years ago, I discovered that I was going Deaf. Until then, my life was pretty bog standard I guess and be honest it is not that much different now! I had a full time job, a partner, and all the other joys and disappointments that life brings. I noticed over the months ahead, as my hearing deteriorated, people started to treat me differently. I had my hearing aids approximately six months when I went to visit a friend for lunch at a local pub. My friend and had just been accepted into the RAF, it was to be a celebration. I went to the bar to buy drinks and the barman came over. ” I’ll have a pint of lager and a coke please” I said.
The barman looked at me and then leaned across the bar and looked at my ears one by one, he then took a step back and said, exaggerating every word and shouting very loudly “Would you like anything else with that?” to which I replied “Yes, a less patronising attitude would be nice!”. Unfortunately my words seemed to go in one ear and out the other which I find strangely ironic, and after this, my friend bought the beer. At the time I was incredibly embarrassed, and because of this, I’ve never returned to the pub. I wish this was the only time but as is the way with the wonders of UK customer service, but it gets worse...
Tesco (Rainham, Essex)
I am going out on the limb here by naming and shaming a company and branch involved. And if they get to read this and decide to take legal action let me say this, if you spent the same amount of money taking me to court on a decent T -Loop system in your store and trained your staff properly this would never have happened!
This is my local Tesco store and when I got my hearing aids I was very pleased to discover they have a T-Loop system at customer service and some are also available on the checkouts. As my hearing disability is worse when there is background noise, on several occasions, I deliberately used the T-Loop check out unfortunately no one was ever able to use it until on one visit I discovered it wasn’t even plugged in and when it was, it didn’t work.
I asked the customer service desk whether it would be repaired as it would make the difference to my shopping experience, but guess what, yep, there T-Loop did not work either! I gave up and went home. Over the next week I wrote to Tesco, both at the branch and head office asking them to either repair or remove. Neither bothered to contact me despite my request for a reply, however, all the T-Loop signs were removed.
My shopping experience at Tesco was about to cause me the biggest argument I have ever had. This took place about six months after my letter. I had if the items on the conveyor belt and the young lady scanned and put through but I noticed she had scanned one item twice.
I pointed this out to the lady and she refused to delete the item as it meant calling in a supervisor and I would have to go to customer service instead. I explained I didn’t have time to stand at customer service as the queue was very long and as she had made the mistake I would like her remove it from my bill. Please. She refused and claimed she was too busy so I asked them to call the manager. The young lady finally, put on the light for a supervisor.
She then decides to notice the fact I am wearing hearing aids and then, in a very loud voice, she asked me “Are you were allowed to shop on your own?” I explained I was Deaf not daft and how dare she be so rude. Then it happened. The line that ended it all. She looked at me right in the eye and said “Where is your carer?”
To say I exploded was an understatement and despite apologies from the supervisor and a promise of an apology from the store manager nothing ever happened. No one ever called, no one ever wrote and I now never go there…
When you know the basics, good customer service is a doddle to those with a flair so I wonder perhaps it is not just our skills but our whole attitude that needs to change? People are no longer interested in helping others and I find that a huge shame. Today’s society seem to be more interested in making money rather than doing a good job and whilst we all enjoy a wage, it is really the way to behave?
Take Care
Angie
About Sarah ArrowSarah Arrow is the managing editor of Birds on the Blog, in real life she is the communications director of a same day courier service. She is an enthusiastic UK based pro-blogger and co- author of the soon to be published Zero to Blogger
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87 Responses to Customer service when you have a disability
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How incredibly rude, Angie. I would like to say I am shocked, but sadly these kinds of experiences are all too common.
Shopping with my mother in law used to be a nightmare too – she had MS and unfortunately would sometimes have muscle tremors. She was often insulted and treated as if she was drunk – and explanation didn’t help either. I once tackled an assistant in a large department store, who turned round and said the disabled should stay at home and not get in the way of normal folk out shopping.
Perhaps thinsg will get better, as it is now easier to name and shame them? I certainly hope so…
To be honest I have just got to the end of my tether with Tesco and thought that blogging about it would be a good way of getting it off my chest and informing others. People are so judgemental regarding disability, if your not in a wheelchair then people tend to think you are not disabled. You should see the looks I get when I go to the cinema and ask for disabled discount! Then try asking for the T Loop to be switched on….yep, it don’t work!
Twitter: Angiewelly1
How incredibly rude, Angie. I would like to say I am shocked, but sadly these kinds of experiences are all too common.
Shopping with my mother in law used to be a nightmare too – she had MS and unfortunately would sometimes have muscle tremors. She was often insulted and treated as if she was drunk – and explanation didn’t help either. I once tackled an assistant in a large department store, who turned round and said the disabled should stay at home and not get in the way of normal folk out shopping.
Perhaps thinsg will get better, as it is now easier to name and shame them? I certainly hope so…
To be honest I have just got to the end of my tether with Tesco and thought that blogging about it would be a good way of getting it off my chest and informing others. People are so judgemental regarding disability, if your not in a wheelchair then people tend to think you are not disabled. You should see the looks I get when I go to the cinema and ask for disabled discount! Then try asking for the T Loop to be switched on….yep, it don’t work!
Twitter: Angiewelly1
I can’t tell you how angry this makes me, Angie. It’s an absolute disgrace.
It’s yet another example of how much there is in the way of ignorant, bigoted and boorish customer service, and particularly retail customer service, in this country today.
I’ll be interested, also, to learn your views on my own next piece here about customer service – should be up in a day or two I think.
Twitter: SuzeStMWrites
Suzan, I am really looking forward to your blog and thanks for your comments.
Twitter: Angiewelly1
I can’t tell you how angry this makes me, Angie. It’s an absolute disgrace.
It’s yet another example of how much there is in the way of ignorant, bigoted and boorish customer service, and particularly retail customer service, in this country today.
I’ll be interested, also, to learn your views on my own next piece here about customer service – should be up in a day or two I think.
Twitter: SuzeStMWrites
Suzan, I am really looking forward to your blog and thanks for your comments.
Twitter: Angiewelly1
What a complete eye-opener of a situation Angie – it’s making my blood boil, so heaven knows what it did to yours.
Customer service is bad enough without adding insult to injury.
Twitter: jackiewalker
What makes me really angry was when I wrote to them I offered to come in and talk to the staff about dealing with disability but they did not bother to reply and funny enough the customer service is still shocking…
Twitter: Angiewelly1
What a complete eye-opener of a situation Angie – it’s making my blood boil, so heaven knows what it did to yours.
Customer service is bad enough without adding insult to injury.
Twitter: jackiewalker
What makes me really angry was when I wrote to them I offered to come in and talk to the staff about dealing with disability but they did not bother to reply and funny enough the customer service is still shocking…
Twitter: Angiewelly1
I’m not sure how much of the problem is willful rudeness – I suspect a lot is just ignorance… some of it well meaning, even. When my Dad lost his voice to throat cancer, one of his friends started to shout to him, slowly, saying “I’m speaking up a but ‘cos I know you can’t talk any more, after the op!”.
Do you laugh or cry?
S
Twitter: presentations
I think a lot of it is ignorance. I have also been told by an so called friend that “It’s not like you have a real disability” just because I am not in a wheelchair!
Twitter: Angiewelly1
I’m not sure how much of the problem is willful rudeness – I suspect a lot is just ignorance… some of it well meaning, even. When my Dad lost his voice to throat cancer, one of his friends started to shout to him, slowly, saying “I’m speaking up a but ‘cos I know you can’t talk any more, after the op!”.
Do you laugh or cry?
S
Twitter: presentations
I think a lot of it is ignorance. I have also been told by an so called friend that “It’s not like you have a real disability” just because I am not in a wheelchair!
Twitter: Angiewelly1
i am shocked but not surprised, i came across rudeness and very bad customer service in many places but never realised that would happen to any one who suffers from illness or disablitiy. i, mistakenly, thought that the developed world have heard of human rights. they might have had but all goes down the drain when ”Greed for Profit” is in sight. do we call that aspects of Capitalism???
Top comment Suhad!
Twitter: Angiewelly1
i am shocked but not surprised, i came across rudeness and very bad customer service in many places but never realised that would happen to any one who suffers from illness or disablitiy. i, mistakenly, thought that the developed world have heard of human rights. they might have had but all goes down the drain when ”Greed for Profit” is in sight. do we call that aspects of Capitalism???
Top comment Suhad!
Twitter: Angiewelly1
A few years ago I broke my pelvis and then, last year I broke the elbow of one arm and fractured a bone in the other – I know, I know: Careless, or what
? Prior to that I think the only thing I’d broken was a fingernail, but there you go…
When something like this happens it makes you acutely aware of your potential vulnerability as you (try to) go about your daily business and the little things that people can do to make your life easier -
the bus driver giving you that extra minute without huffing and puffing or looking heavenwards
the shop assistant who’ll get that something for you that’s just out of reach
can really make your day.
Yet I believe there are at least 3 BIG differences from both the sufferer and the ‘server’s viewpoint between this and what you face, Angie:
1 Mine was temporary:
My physio’s aim in each case was to get me functioning – no limp and 75% use of the arm with the broken elbow and pin – mine was to get back to doing Power Yoga. And, after a lot of hard work each time, I did.
2 It was obvious:
You can’t miss crutches or a bright lemon cast on an arm across somebody’s chest
Others could identify with the injury – after all it could happen to them, couldn’t it?
3 Yours is (maybe) much more subtle
You’ve learned to combat and compensate for your deafness and I suspect you make a da*n good job of it.
Many Brits don’t like being faced with anything or anyone that makes them feel uncomfortable. I suspect you do that when they belatedly realise your disability or you point out that something that’s supposed to be there to help you plain isn’t working – and they behave badly when it happens.
I’m not in any way excusing it or suggesting that it’s acceptable. It clearly isn’t. Maybe the more these issues are aired the quicker positive changes will be made. If so, we’re helping towards progress
Twitter: Linda_Mattacks
I hope that someone from Tesco reads the blog and the comments and I also hope that will lead to change if not in Tesco then in the companies that follow our blog. By highlighting the issues showing how bad customer service can be then as long as just one person makes the change then we are making progress after all I remember an advert recently “Every little helps!”
Twitter: Angiewelly1
A few years ago I broke my pelvis and then, last year I broke the elbow of one arm and fractured a bone in the other – I know, I know: Careless, or what
? Prior to that I think the only thing I’d broken was a fingernail, but there you go…
When something like this happens it makes you acutely aware of your potential vulnerability as you (try to) go about your daily business and the little things that people can do to make your life easier -
the bus driver giving you that extra minute without huffing and puffing or looking heavenwards
the shop assistant who’ll get that something for you that’s just out of reach
can really make your day.
Yet I believe there are at least 3 BIG differences from both the sufferer and the ‘server’s viewpoint between this and what you face, Angie:
1 Mine was temporary:
My physio’s aim in each case was to get me functioning – no limp and 75% use of the arm with the broken elbow and pin – mine was to get back to doing Power Yoga. And, after a lot of hard work each time, I did.
2 It was obvious:
You can’t miss crutches or a bright lemon cast on an arm across somebody’s chest
Others could identify with the injury – after all it could happen to them, couldn’t it?
3 Yours is (maybe) much more subtle
You’ve learned to combat and compensate for your deafness and I suspect you make a da*n good job of it.
Many Brits don’t like being faced with anything or anyone that makes them feel uncomfortable. I suspect you do that when they belatedly realise your disability or you point out that something that’s supposed to be there to help you plain isn’t working – and they behave badly when it happens.
I’m not in any way excusing it or suggesting that it’s acceptable. It clearly isn’t. Maybe the more these issues are aired the quicker positive changes will be made. If so, we’re helping towards progress
Twitter: Linda_Mattacks
I hope that someone from Tesco reads the blog and the comments and I also hope that will lead to change if not in Tesco then in the companies that follow our blog. By highlighting the issues showing how bad customer service can be then as long as just one person makes the change then we are making progress after all I remember an advert recently “Every little helps!”
Twitter: Angiewelly1
Tesco employing from the shallow end of the gene pool there! On the brighter side my local (Railway Bell – New Barnet) has a noticeable deaf clientele, who are busily teaching the staff how to take orders in sign.
Thank you Huw, thats a much brighter side
Angie teaches my daughters to sign, and whats more they use it at their nursery school
That is excellent news!
Twitter: Angiewelly1
Tesco employing from the shallow end of the gene pool there! On the brighter side my local (Railway Bell – New Barnet) has a noticeable deaf clientele, who are busily teaching the staff how to take orders in sign.
Thank you Huw, thats a much brighter side
Angie teaches my daughters to sign, and whats more they use it at their nursery school
That is excellent news!
Twitter: Angiewelly1
Oh My goodness me! I cannot believe that in this day and age somethign like that can happen. I wonder what their head office would have to say for themselves. I can’t believe that they are folk out there that are offensive and ignorant
Twitter: ethnicsupplies
I wrote to Head Office and they decided not to bother to reply. It is such a shame as no one like to feel like companies like this are only interested in your wallet but there action show otherwise.
Twitter: Angiewelly1
Oh My goodness me! I cannot believe that in this day and age somethign like that can happen. I wonder what their head office would have to say for themselves. I can’t believe that they are folk out there that are offensive and ignorant
Twitter: ethnicsupplies
I wrote to Head Office and they decided not to bother to reply. It is such a shame as no one like to feel like companies like this are only interested in your wallet but there action show otherwise.
Twitter: Angiewelly1
Angie,
The treatment you received is disgraceful and unacceptable. Sadly this is another example of Tesco’s abysmal attitude towards customer service.
After an incident where a Tesco member of staff rudely refused to help my partner (the staff member’s attitude was abysmal and left my partner in tears) we will never spend another penny in a Tesco store.
The response was nothing more than a placatory “apology” and bulldust about their high standards of customer service training. In other words a “shut up and go away” response.
Now I spread the word that Tesco care nothing for customer service and do not deserve anyone’s custom.
Hear Hear….
I too am sick to death of Tesco! They are total bullies and really don’t give a toss about there customers. There staff are rude and un-helpful, do they care…no!
After my run in with a cashier yesterday I will never ever walk through another door of that shop. Why should I use my hard earned cash to boost the profits of a monster!! For shame Tesco..
I totally agree with you as more people speak up eventually they will have no option but to deal with the issue. I have emailed Hugh Fernley-Whittingstall as he is on the Board of Directors of Tesco, and asked for his comments on the blog.
Twitter: Angiewelly1
Angie,
The treatment you received is disgraceful and unacceptable. Sadly this is another example of Tesco’s abysmal attitude towards customer service.
After an incident where a Tesco member of staff rudely refused to help my partner (the staff member’s attitude was abysmal and left my partner in tears) we will never spend another penny in a Tesco store.
The response was nothing more than a placatory “apology” and bulldust about their high standards of customer service training. In other words a “shut up and go away” response.
Now I spread the word that Tesco care nothing for customer service and do not deserve anyone’s custom.
Hear Hear….
I too am sick to death of Tesco! They are total bullies and really don’t give a toss about there customers. There staff are rude and un-helpful, do they care…no!
After my run in with a cashier yesterday I will never ever walk through another door of that shop. Why should I use my hard earned cash to boost the profits of a monster!! For shame Tesco..
I totally agree with you as more people speak up eventually they will have no option but to deal with the issue. I have emailed Hugh Fernley-Whittingstall as he is on the Board of Directors of Tesco, and asked for his comments on the blog.
Twitter: Angiewelly1
I have a 3o year background in customer service having worked for a high street bank.Customers were always king no matter what,we really prided ourselves on giving good service and built many close lasting relationships with our customers. Sadly that is all lost now its not about customer service its about sell sell sell!There is no respect left for anyone and people seem so agressive and miserable.We were never allowed to take our problems to work and smiled through no matter what!I have had two really horrible instances recently in a shop/customer situation both left me feeling angry,upset and degraded. They were both about carrier bags would you believe!One was a garage that had an M&S all I did was ask for another bag and I got told…..I’m f….cking getting it for you now can’t you bleep bleep wait!!The second was only yesterday with Tesco…I also have a very bad back and it makes shopping really difficult!but to be honest…noone gives a damn anymore………..
I think you have hit the nail on the head there! It is all about selling these days.
Twitter: Angiewelly1
I have a 3o year background in customer service having worked for a high street bank.Customers were always king no matter what,we really prided ourselves on giving good service and built many close lasting relationships with our customers. Sadly that is all lost now its not about customer service its about sell sell sell!There is no respect left for anyone and people seem so agressive and miserable.We were never allowed to take our problems to work and smiled through no matter what!I have had two really horrible instances recently in a shop/customer situation both left me feeling angry,upset and degraded. They were both about carrier bags would you believe!One was a garage that had an M&S all I did was ask for another bag and I got told…..I’m f….cking getting it for you now can’t you bleep bleep wait!!The second was only yesterday with Tesco…I also have a very bad back and it makes shopping really difficult!but to be honest…noone gives a damn anymore………..
I think you have hit the nail on the head there! It is all about selling these days.
Twitter: Angiewelly1
Found this on the net (it’s primarily about website access but the figures hold good to demonstrate the need for vendors (or would be vendors) to cater for various disabilities:
1. We are assuming a UK population of approximately 60 million
2. There are 1.6 million registered blind users as well as a further 3.4 million with disabilities preventing them from using the standard keyboard, screen and mouse set-up with ease.
3. There are 8.6 million registered disabled people in the UK, totalling 14% of the population (Source Disabled Rights Commission)
4. One in 12 men, and one in 200 women, has some form of colour blindness, totalling 9% of the UK population (Source IEE)
5. Two million UK residents have a sight problem — that’s 4% of the population (Source RNIB)
6. There are 12 million people aged 60 or over — some 21% of the UK population (Source UK Government statistics)
7. 8 million people suffer from some form of hearing loss, 1 million people have a form of learning difficulty and over 7 million people have literacy problems (Source Office of the e-Envoy)
Do you suppose Tesco’s top brass know these figures and CARE about them
? If they don’t, it looks like their ignorance/ attitude will hit them and their shareholders where it will hurt most: In their pockets 
!
Twitter: Linda_Mattacks
Those are amazing stats! The RNID stats show 1 in 7 have hearing issues and hearing issues in the young are increasing. I hope there ignorance does hit there pockets as it seems the only way to get them to take notice. Great comments thanks.
Twitter: Angiewelly1
Found this on the net (it’s primarily about website access but the figures hold good to demonstrate the need for vendors (or would be vendors) to cater for various disabilities:
1. We are assuming a UK population of approximately 60 million
2. There are 1.6 million registered blind users as well as a further 3.4 million with disabilities preventing them from using the standard keyboard, screen and mouse set-up with ease.
3. There are 8.6 million registered disabled people in the UK, totalling 14% of the population (Source Disabled Rights Commission)
4. One in 12 men, and one in 200 women, has some form of colour blindness, totalling 9% of the UK population (Source IEE)
5. Two million UK residents have a sight problem — that’s 4% of the population (Source RNIB)
6. There are 12 million people aged 60 or over — some 21% of the UK population (Source UK Government statistics)
7. 8 million people suffer from some form of hearing loss, 1 million people have a form of learning difficulty and over 7 million people have literacy problems (Source Office of the e-Envoy)
Do you suppose Tesco’s top brass know these figures and CARE about them
? If they don’t, it looks like their ignorance/ attitude will hit them and their shareholders where it will hurt most: In their pockets 
!
Twitter: Linda_Mattacks
Those are amazing stats! The RNID stats show 1 in 7 have hearing issues and hearing issues in the young are increasing. I hope there ignorance does hit there pockets as it seems the only way to get them to take notice. Great comments thanks.
Twitter: Angiewelly1
I have not been to Tesco’s on the Old Kent Road in London for several years now for similar reasons. Not exactly the same of course but their general attitude is one of pond life. I find the American style of “have a nice day” a little cloying but actually very pleasant when I feel that the person actually meant it. Tesco’s staff in my experience seem to resent you being there and have such low self standards in the first place that the idea of customer care is unknown to them.
I was behind an elderly lady with hearing aids in a queue who was having difficulty understanding what the assistant wanted of her. I wanted to help but was wary of stepping in lest I seemed patronising as well but was just about to anyway when the lady said OK and moved along to the end of the counter. The assistant looked up at me with rolling eyes after her “ordeal” so I said loudly ” I hope you are not going to be as rude to me as you were to that lady”. The elderly lady smiled at me, gave me a big thumbs up and smiled. Clearly her hearing aids were working fine. She didn’t need my help at all just a bit of backup to reassure her that she was not the odd one out in this situation – it was the “assistant”.
I was always taught to imagine you was serving yourself and act accordingly (if you see what I mean!) It just shows it doesn’t really matter about age or disability, it is just plain old fashioned rudeness.
Twitter: Angiewelly1
I have not been to Tesco’s on the Old Kent Road in London for several years now for similar reasons. Not exactly the same of course but their general attitude is one of pond life. I find the American style of “have a nice day” a little cloying but actually very pleasant when I feel that the person actually meant it. Tesco’s staff in my experience seem to resent you being there and have such low self standards in the first place that the idea of customer care is unknown to them.
I was behind an elderly lady with hearing aids in a queue who was having difficulty understanding what the assistant wanted of her. I wanted to help but was wary of stepping in lest I seemed patronising as well but was just about to anyway when the lady said OK and moved along to the end of the counter. The assistant looked up at me with rolling eyes after her “ordeal” so I said loudly ” I hope you are not going to be as rude to me as you were to that lady”. The elderly lady smiled at me, gave me a big thumbs up and smiled. Clearly her hearing aids were working fine. She didn’t need my help at all just a bit of backup to reassure her that she was not the odd one out in this situation – it was the “assistant”.
I was always taught to imagine you was serving yourself and act accordingly (if you see what I mean!) It just shows it doesn’t really matter about age or disability, it is just plain old fashioned rudeness.
Twitter: Angiewelly1
Angie, I’m with you every step of the way on this – things have got to be done and naming and shaming may be the only way forward!
In my very close group of friends there is one of us who has Muscular Dystrophy and one who is deaf, you can imagine what a ball ache it becomes when planning a night out so that there is appropriate access and facilities.
No where seems to have the appropriate equipment for people with any type of disability and the stares my friend gets on her mobility scooter – probably because she is only 29 and it’s not as common to see someone of that age zipping around on a scooter but you would think people could avoid blatant gawping!
It really annoys me when I call up to arrange an evening and find that lifts and loops are out of order and I guarantee they will still be out of order if I ring in another 6 months time. It’s 2010 for gods sake – with all the technology out there you’d think someone could service a lift or learn how to use a hearing loop!!
It is disgraceful that companies get away with this and I hope with the help of people who have been in these situations that the government see fit to penalize large companies for not having the correct facilities especially in somewhere like a major supermarket!
OK, rant over… and relax : )
I work for a “Local Council” and although they have gone out of there way to make sure I have all the equipment I need and believe me I do thank them for it, I find it amazing that the training centre has a T Loop System in every room (which is serviced annually), has never worked as the engineer has no way of testing it as they are not Deaf so they only have flashing lights to go on! The same goes for my local 2 cinemas, they don’t work either…
Twitter: Angiewelly1
Why not use a deaf engineer to do the testing on those particular items? Hmmm! Seems very simple to me.
I must admit, my friend lives in Leeds and her local council were very supportive of her when she had her baby so that she was aware when he cried etc. and they even had a loop so she could hear the baby’s heart beat at her scan which I thought was wonderful. She visits the cinema on ‘subtitle days’ I don’t know if they have those everywhere, but if they don’t they should.
It all comes down to a postcode lottery with a lot of things but it doesn’t take much to make small differences and some councils and companies seem oblivious to it in my opinion
I offered to test any Council T Loop systems and it is looking very positive as they think it is a great idea. A small step forward I belive..
Twitter: Angiewelly1
Fab! More of that is what’s needed : )
Angie, I’m with you every step of the way on this – things have got to be done and naming and shaming may be the only way forward!
In my very close group of friends there is one of us who has Muscular Dystrophy and one who is deaf, you can imagine what a ball ache it becomes when planning a night out so that there is appropriate access and facilities.
No where seems to have the appropriate equipment for people with any type of disability and the stares my friend gets on her mobility scooter – probably because she is only 29 and it’s not as common to see someone of that age zipping around on a scooter but you would think people could avoid blatant gawping!
It really annoys me when I call up to arrange an evening and find that lifts and loops are out of order and I guarantee they will still be out of order if I ring in another 6 months time. It’s 2010 for gods sake – with all the technology out there you’d think someone could service a lift or learn how to use a hearing loop!!
It is disgraceful that companies get away with this and I hope with the help of people who have been in these situations that the government see fit to penalize large companies for not having the correct facilities especially in somewhere like a major supermarket!
OK, rant over… and relax : )
I work for a “Local Council” and although they have gone out of there way to make sure I have all the equipment I need and believe me I do thank them for it, I find it amazing that the training centre has a T Loop System in every room (which is serviced annually), has never worked as the engineer has no way of testing it as they are not Deaf so they only have flashing lights to go on! The same goes for my local 2 cinemas, they don’t work either…
Twitter: Angiewelly1
Why not use a deaf engineer to do the testing on those particular items? Hmmm! Seems very simple to me.
I must admit, my friend lives in Leeds and her local council were very supportive of her when she had her baby so that she was aware when he cried etc. and they even had a loop so she could hear the baby’s heart beat at her scan which I thought was wonderful. She visits the cinema on ‘subtitle days’ I don’t know if they have those everywhere, but if they don’t they should.
It all comes down to a postcode lottery with a lot of things but it doesn’t take much to make small differences and some councils and companies seem oblivious to it in my opinion
I offered to test any Council T Loop systems and it is looking very positive as they think it is a great idea. A small step forward I belive..
Twitter: Angiewelly1
Fab! More of that is what’s needed : )
Gobsmacked Angie, on a number of levels. This will in fact make me choose any other supermarket over them as a matter of course. It would be great to hear of more such stories of the way people with hearing impairments are treated at other business establishments.
The check out operative should have been dismissed on the spot. In fact, how could anyone justify hiring people with such a dreadful attitude?
Trouble is they pay minimum wage so do not get the greatest choices of employees. Customer service is just not taken seriously and tends to be viewed as an optional extra rather than necessity. Thanks for your comments
Twitter: Angiewelly1
Gobsmacked Angie, on a number of levels. This will in fact make me choose any other supermarket over them as a matter of course. It would be great to hear of more such stories of the way people with hearing impairments are treated at other business establishments.
The check out operative should have been dismissed on the spot. In fact, how could anyone justify hiring people with such a dreadful attitude?
Trouble is they pay minimum wage so do not get the greatest choices of employees. Customer service is just not taken seriously and tends to be viewed as an optional extra rather than necessity. Thanks for your comments
Twitter: Angiewelly1
Hi Angie
Oh dear oh dear!!
I have to say I think it is often the individual that is the problem when it comes to manners & common courtesy, things we should learn at school and at home – I was taught to stand when a teacher came in the class, to knock before I entered etc. – I don’t think that these basics are still taught? Though I’m sure someone will correct me if I’m wrong. When I went to work in Bond ST W1 I worked in a beauty house; We were taught how to stand where to stand, not lean over a customer but to walk round them, I even had to curtsey as we had royal customers. There were a lot of things that the younger generation would cuss at now days (I am only 52) I left school at 15 yrs old and traveled to Bond St from Romford everyday and I changed into my uniform and was on the salon floor by 5 to 9am – nothing exceptional but a job that I loved. Sometimes its the individuals attitude, a little smile or kindness goes a long long way and is cheap – free in fact and it has a two way effect makes both people feel better, People these days seems to be hard done by? Have a chip on their shoulders? Is it the more you have the more you expect?.
My son spent a few months in a wheelchair as did I after breaking my foot it teaches you patientence if nothing else, I also looked after my ageing mother in law for a while and that was an eye opener! .
I am sad but not surprised at the treatment you got from the superstore. I don’t live that far from Rainham so know the store you talk of. The world today is all money and scrimp, get every last penny out of everything you can, you only have to look at our example setting politicians, Company’s these days employee people to find more cost effective, cheaper ways to make or buy things all the time, Tesco’s put the loop in as it was the correct? thing to do, it went wrong, for all intense and purpose its still there it might not work but it is still there
Then you came along and wanted to use it!! of all things
A little more compassion in this world would be nice if it starts at home it just might go all the way to the top
The French dare I say it? seem to have it worked out Local produce local shops long lunches with your family =more friendly & helpful all round
I whish you well
Sorry if I go off the point new to this sort of thing
Jacqui
Hi Angie
Oh dear oh dear!!
I have to say I think it is often the individual that is the problem when it comes to manners & common courtesy, things we should learn at school and at home – I was taught to stand when a teacher came in the class, to knock before I entered etc. – I don’t think that these basics are still taught? Though I’m sure someone will correct me if I’m wrong. When I went to work in Bond ST W1 I worked in a beauty house; We were taught how to stand where to stand, not lean over a customer but to walk round them, I even had to curtsey as we had royal customers. There were a lot of things that the younger generation would cuss at now days (I am only 52) I left school at 15 yrs old and traveled to Bond St from Romford everyday and I changed into my uniform and was on the salon floor by 5 to 9am – nothing exceptional but a job that I loved. Sometimes its the individuals attitude, a little smile or kindness goes a long long way and is cheap – free in fact and it has a two way effect makes both people feel better, People these days seems to be hard done by? Have a chip on their shoulders? Is it the more you have the more you expect?.
My son spent a few months in a wheelchair as did I after breaking my foot it teaches you patientence if nothing else, I also looked after my ageing mother in law for a while and that was an eye opener! .
I am sad but not surprised at the treatment you got from the superstore. I don’t live that far from Rainham so know the store you talk of. The world today is all money and scrimp, get every last penny out of everything you can, you only have to look at our example setting politicians, Company’s these days employee people to find more cost effective, cheaper ways to make or buy things all the time, Tesco’s put the loop in as it was the correct? thing to do, it went wrong, for all intense and purpose its still there it might not work but it is still there
Then you came along and wanted to use it!! of all things
A little more compassion in this world would be nice if it starts at home it just might go all the way to the top
The French dare I say it? seem to have it worked out Local produce local shops long lunches with your family =more friendly & helpful all round
I whish you well
Sorry if I go off the point new to this sort of thing
Jacqui
Angie, that’s odious. They should be keel hauled for such behaviour.
If you think Tesco would care about the people who shop there though, try reading about they way they treat the creatures that stock their shelves …
http://www.redpepper.org.uk/Revealed-horror-at-Tesco-pig-farm
I stopped shopping there years ago because of this. (Yes, before I moved to Spain).
Tesco is ONLY about profits – it’s an anagram of e-cost after all.
Twitter: dreamingspain
Amanda thanks for the link it is a real eye opener… I believe there will be a few people changing shopping habits from now on.
Twitter: Angiewelly1
Angie, that’s odious. They should be keel hauled for such behaviour.
If you think Tesco would care about the people who shop there though, try reading about they way they treat the creatures that stock their shelves …
http://www.redpepper.org.uk/Revealed-horror-at-Tesco-pig-farm
I stopped shopping there years ago because of this. (Yes, before I moved to Spain).
Tesco is ONLY about profits – it’s an anagram of e-cost after all.
Twitter: dreamingspain
Amanda thanks for the link it is a real eye opener… I believe there will be a few people changing shopping habits from now on.
Twitter: Angiewelly1
What REALLY irks me about this whole customer service issue – and especially this part where disability enters into it – is that these retailers really are missing the point in PR terms.
Much as we may be impressed by their corporate advertising … my personal favourite is Tesco’s “You Shop, We Drop” (lovely bit of copywriting) … the bottom line is their corporate image and branding and all the other marketing jargon are worth nothing because our perception of them, and their brand, is understandably much more dependent on how their staff relate to their customers “at the coalface.”
It doesn’t matter how clever their advertising is; when one of their customer-facing staff behaves like the idiot Angie encountered, the corporate bullshit means nothing.
Where are we going wrong here in the UK?
Twitter: SuzeStMWrites
What REALLY irks me about this whole customer service issue – and especially this part where disability enters into it – is that these retailers really are missing the point in PR terms.
Much as we may be impressed by their corporate advertising … my personal favourite is Tesco’s “You Shop, We Drop” (lovely bit of copywriting) … the bottom line is their corporate image and branding and all the other marketing jargon are worth nothing because our perception of them, and their brand, is understandably much more dependent on how their staff relate to their customers “at the coalface.”
It doesn’t matter how clever their advertising is; when one of their customer-facing staff behaves like the idiot Angie encountered, the corporate bullshit means nothing.
Where are we going wrong here in the UK?
Twitter: SuzeStMWrites
I never got on with Voice recognition software, I’m honestly surprised it’s still going, but that’s by the by.
My mother broke her leg quite seriously (twist break) and coupled with arthritis and other things, she was immobile for nearly a year. I borrowed a wheelchair from Yovina’s work before heading over to see her and we went on a day trip which mostly involved shopping. I can’t say we had a problem with the staff but I found the patience of other shoppers was surprisingly lacking. People budging through knocking her extended broken leg every other person and generally getting in the way rather than out.
Based on that and people’s attitudes, everything you mentioned sounds about normal unfortunately except for that last incident. I’m glad you refrained from smacking the lady who asked where your carer was. I assume they have people with learning disabilities entering the store on a regular basis and she made a VERY bad judgement call in assuming a hearing aid meant the same. That’s the only way I can almost attempt to justify such a comment. I do hope you took her name as it was disgusting.
It always amazes me that even the best retail companies hire monkeys without any real training to front the brand. Good luck in court, unfortunately when it’s word against word, it’s an awkward situation, but they need to sort something out if their staff are so badly trained and their equipment faulty. Perhaps a call to the papers might do the trick. This one would almost certainly get into the Mail, all of which would help aim for an out-of-court settlement if all else fails.
Oooo a call to the papers, hum that might be the way to go…. Anyone else got any views on that one?
Twitter: Angiewelly1
I never got on with Voice recognition software, I’m honestly surprised it’s still going, but that’s by the by.
My mother broke her leg quite seriously (twist break) and coupled with arthritis and other things, she was immobile for nearly a year. I borrowed a wheelchair from Yovina’s work before heading over to see her and we went on a day trip which mostly involved shopping. I can’t say we had a problem with the staff but I found the patience of other shoppers was surprisingly lacking. People budging through knocking her extended broken leg every other person and generally getting in the way rather than out.
Based on that and people’s attitudes, everything you mentioned sounds about normal unfortunately except for that last incident. I’m glad you refrained from smacking the lady who asked where your carer was. I assume they have people with learning disabilities entering the store on a regular basis and she made a VERY bad judgement call in assuming a hearing aid meant the same. That’s the only way I can almost attempt to justify such a comment. I do hope you took her name as it was disgusting.
It always amazes me that even the best retail companies hire monkeys without any real training to front the brand. Good luck in court, unfortunately when it’s word against word, it’s an awkward situation, but they need to sort something out if their staff are so badly trained and their equipment faulty. Perhaps a call to the papers might do the trick. This one would almost certainly get into the Mail, all of which would help aim for an out-of-court settlement if all else fails.
Oooo a call to the papers, hum that might be the way to go…. Anyone else got any views on that one?
Twitter: Angiewelly1
Angie,
Gosh, I am shocked! That is horrible customer service, really awful training and atrocious manners. I wouldn’t hold it all against Tesco stores – other stores have dumb employees, and Sainsburys would be my pick of the crop – but their attention to you and follow through in your case has been truly appalling. Although many don’t like them, I have to say my local Asda’s is a wonderful example of good customer service, and they do have two sign language speaking employees: not sure if Welsh sign language is the same as BSL, I am sure there are probably more signs for rugby and rain! Please keep us informed of the outcome.
T-Loops are wholly annoying. As an ex-telephone engineer, they are old tech that resultantly continually goes wrong. But, there are simple tests which can be undertaken to assure operation, including using deaf engineers – we had one when I was on the vans, and his side job was to test the T-Loops regularly! It worked because only a deaf person could tell you if they actually were working, and cared if they didn’t.
Ian, thanks for your comments! You are right dumb employee are right across the board. Great to hear about you local Asda store and Welsh signs (just for the record) are the same but as in English regional dialects do apply for instance if you say in Northern BSL your going to the toilet, in London we would think you are telling us where you live!
I do wish there were more Deaf engineers to test systems though…Phone companies are you listerning?
Twitter: Angiewelly1
Angie,
Gosh, I am shocked! That is horrible customer service, really awful training and atrocious manners. I wouldn’t hold it all against Tesco stores – other stores have dumb employees, and Sainsburys would be my pick of the crop – but their attention to you and follow through in your case has been truly appalling. Although many don’t like them, I have to say my local Asda’s is a wonderful example of good customer service, and they do have two sign language speaking employees: not sure if Welsh sign language is the same as BSL, I am sure there are probably more signs for rugby and rain! Please keep us informed of the outcome.
T-Loops are wholly annoying. As an ex-telephone engineer, they are old tech that resultantly continually goes wrong. But, there are simple tests which can be undertaken to assure operation, including using deaf engineers – we had one when I was on the vans, and his side job was to test the T-Loops regularly! It worked because only a deaf person could tell you if they actually were working, and cared if they didn’t.
Ian, thanks for your comments! You are right dumb employee are right across the board. Great to hear about you local Asda store and Welsh signs (just for the record) are the same but as in English regional dialects do apply for instance if you say in Northern BSL your going to the toilet, in London we would think you are telling us where you live!
I do wish there were more Deaf engineers to test systems though…Phone companies are you listerning?
Twitter: Angiewelly1
I think there are two issues here – corporate policy and individual behaviour (and of course the two are often linked).
My disability means I can’t shop in any supermarket, so I buy my food shopping online. Yes, Tesco. My experience with that side of the business is second to none. The delivery always arrives in the time slot booked, and the drivers are always polite friendly and helpful.
I ask them to bring the shopping right through into the kitchn and place it on a chair as I can’t bend or lift. As I start to take the items out one by one (if neither of my kids are around) they invariably offer to do it themselves.
I’m pretty certain they will not be well paid, or employed for their interpersonal skills, but I’ve always been impressed.
When dealing with companies who have made life even more difficult, it’s important to distinguish between the individual and the company.
In this instance, Angie, clearly it is the company, and I’ve just been lucky. You would hope they would have been horrified at your experience, and removed the employee from a customer-facing role until she had been properly trained. They could have turned a horrible experience into an opportunity to demonstrate that they did listen to and care about their customers.
Twitter: evenbreak
I think there are two issues here – corporate policy and individual behaviour (and of course the two are often linked).
My disability means I can’t shop in any supermarket, so I buy my food shopping online. Yes, Tesco. My experience with that side of the business is second to none. The delivery always arrives in the time slot booked, and the drivers are always polite friendly and helpful.
I ask them to bring the shopping right through into the kitchn and place it on a chair as I can’t bend or lift. As I start to take the items out one by one (if neither of my kids are around) they invariably offer to do it themselves.
I’m pretty certain they will not be well paid, or employed for their interpersonal skills, but I’ve always been impressed.
When dealing with companies who have made life even more difficult, it’s important to distinguish between the individual and the company.
In this instance, Angie, clearly it is the company, and I’ve just been lucky. You would hope they would have been horrified at your experience, and removed the employee from a customer-facing role until she had been properly trained. They could have turned a horrible experience into an opportunity to demonstrate that they did listen to and care about their customers.
Twitter: evenbreak
I have faced similar attitudes when I go out. I can’t really shop in a supermarket, as I’m either in a wheelchair, or walking with a stick, and I can’t tell you the number of times that I have been hit with supermarket trolleys etc…
I prefer online shopping for many reasons.
It is appaling that you had this happen to you!
I need someone with me when I go out, but it’s not just the attitudes that amaze me, whether it’s in a shop, office or just on the highstreet, but also that so many places are still not accessible for many people.
There are a few shops that I have had a bad experience in and sadly I won’t go to those places again.
I think business management have a tough job on their hands, to make sure that there is proper customer care training, as these attitudes go a lot further and deeper than just in business and as Jane says, it’s also down to the individual’s behaviour.
Discrimination in whatever form it takes is terrible, and education is the only way I can see to changing these attitudes.
Twitter: NitaJoyDesigns
I have faced similar attitudes when I go out. I can’t really shop in a supermarket, as I’m either in a wheelchair, or walking with a stick, and I can’t tell you the number of times that I have been hit with supermarket trolleys etc…
I prefer online shopping for many reasons.
It is appaling that you had this happen to you!
I need someone with me when I go out, but it’s not just the attitudes that amaze me, whether it’s in a shop, office or just on the highstreet, but also that so many places are still not accessible for many people.
There are a few shops that I have had a bad experience in and sadly I won’t go to those places again.
I think business management have a tough job on their hands, to make sure that there is proper customer care training, as these attitudes go a lot further and deeper than just in business and as Jane says, it’s also down to the individual’s behaviour.
Discrimination in whatever form it takes is terrible, and education is the only way I can see to changing these attitudes.
Twitter: NitaJoyDesigns
Angie I too had a very disheartening call today to Tescos clothing. I do most of my shopping online as I was recently dignosed with Osteoarthritis in my hip and spine plus I have a one year old and a 7 year old so home shopping is much easier for me. I ordered some clothes in the sale to be delivered and they put the order on the system correct but sent me the wrong sizes. When I rang to complain they said that human errors happen and that I could post back for a replacement or go to a store. When I explained it is difficult for me to get about they said cant someone else do it for you? “Dont you have a carer to help with your child”???? Needless to say I got very offended and said that Tesco food just refund over the phone – her response was tesco food and tesco clothes are 2 seperate companies!!!! needless to say I hung up after not resolving anything!!!