moderated Re: Working with people at disability help desk



My response had to do with text. I do understand the overall frustrations with language proficiency (pronunciation, for example), but to use a phrase that can impact some groups negatively is a cause of concern, especially a phrase that impacts me personally. I do know that we screen reader users are sensitive to audio and linguistic stimuli, especially when we talk to other people (including the crux of this thread). In retrospect, I believe the phrase in question, combined with my worries due to rise in anti-Asian sentiment during the pandemic led to my reaction this morning (apologies).



From: <> On Behalf Of Marty Hutchings
Sent: Saturday, March 6, 2021 4:11 PM
Subject: Re: Working with people at disability help desk


Well said, Brian.


Love in Christ
If we view this present life as our primary goal, we will agree with William Shakespeare who said: “Life is a tale told by an idiot, full of sound and fury, signifying nothing.” From TODAY IN THE WORD June 1, 2020


Sent: Saturday, March 06, 2021 2:24 PM

Subject: Re: Working with people at disability help desk


On Sat, Mar 6, 2021 at 02:52 PM, Joseph Lee wrote:


I'm sorry, Joseph, but the complaint is not entirely without merit.

I have nothing against non-US-technical support, but regardless of what offshore tech support is being used by a company, there needs to be some very careful vetting with regard to proficiency with the language of the country being supported.  That has been, on more than one occasion, sadly lacking.  And that is a problem, whether you care for anyone to express it or not.  And there's nothing anti-anything about noting that fact.  People put in a position to do a given job should be able to do it for the target audience.  Those who can't are often pushed there through no fault of their own, but that doesn't matter one whit to the person on the other end of the phone.

There is a reason that some companies are now using, in my case, "US Based Support," as a selling point.  And it's precisely because of the issues I've identified above, and that may have been inelegantly expressed earlier by Mich.

I don't think it's necessarily xenophobic, as much as pure frustration, at the root of these sorts of complaints.  I also imagine they occur in any country you can name where offshore technical support is in wide use.  I've had plenty of calls with T-Mobile support where the person assisting me was perfectly lovely and polite, but where it was clear they did not understand clearly what I as asking and I did not understand clearly what they were saying.  I'm not being xenophobic (as I have no idea of exactly where these individuals are operating from, and I have no problem with immigrants, period) but I am frustrated when that occurs.  And that's the fault of the company, not the tech.

Brian - Windows 10 Pro, 64-Bit, Version 20H2, Build 19042  

One does not discover new lands without consenting to lose sight of the shore for a very long time.

           ~ André Gide

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