Dennis S.
Active Member
- Joined
- Nov 22, 2003
- Messages
- 1,856
- Reaction score
- 1
Now that you've explained a bit more, it seems plausible, though unlikely and very depressing that an operator did what you stated. I need to follow up to ensure that Nordia does empower their operators to act as customer service (which isn't standard on the other U.S. relay services, I've always seen a manager called for customer service or been transferred to a full time customer service representative). But if that checks out, then I can see someone went on a power trip and figured no one was going report it and figured you didn't take down their number, so they went ahead and did something expecting you to be a passive user.
The other thing is that the relay operator apparently knew you were a competing RO for another company, yet didn't encourage you to use their service more. Heck, the more their service is used, the more money they get.
Anyway, good on you for being willing to report it to the FCC, and Nordia management, and CTAP, and even the CA AG. At least if it's official and investigated, I won't be able to say it never happened in the future. I'll admit to that, and I'll apologize for not believing you in the first place. I've got a friend who is on the board of the CA relay service as a vendor so he can let me know if it's reported.
Heath, there is no confidentiality involved here. On top of that, it IS WRONG for relay operators to snap and be assholes to anyone. They are there to function as a phone line, nothing more. Even if they are being abused by customers, if they can't handle that, they need to quit.
Part of my job involves managing customer service with my work and I deal with mad and upset customers. They scream, they swear, they insult my intelligence, genitals, family, friends, and job. I have never lost my cool because I know if I do I will lose my job. Everything I say and do can be recorded and shown to my bosses. I have gone to places where I basically have a bad day because all I hear are complaints, complaints, and complaints.
The other thing is that the relay operator apparently knew you were a competing RO for another company, yet didn't encourage you to use their service more. Heck, the more their service is used, the more money they get.
Anyway, good on you for being willing to report it to the FCC, and Nordia management, and CTAP, and even the CA AG. At least if it's official and investigated, I won't be able to say it never happened in the future. I'll admit to that, and I'll apologize for not believing you in the first place. I've got a friend who is on the board of the CA relay service as a vendor so he can let me know if it's reported.
Heath said:I would be more concerned with breaking confidentality than with a relay operator that used bad language towards you. Here is what I think happened here that is I think you abused that relay operator with your attidute and the way you were and no, he was not wrong to snap at you if you were an asshole towards him.
Heath, there is no confidentiality involved here. On top of that, it IS WRONG for relay operators to snap and be assholes to anyone. They are there to function as a phone line, nothing more. Even if they are being abused by customers, if they can't handle that, they need to quit.
Part of my job involves managing customer service with my work and I deal with mad and upset customers. They scream, they swear, they insult my intelligence, genitals, family, friends, and job. I have never lost my cool because I know if I do I will lose my job. Everything I say and do can be recorded and shown to my bosses. I have gone to places where I basically have a bad day because all I hear are complaints, complaints, and complaints.