Do you find the 'warning message' on the City's main phone message okay? Imo it strikes a very negative and unwelcoming chord. I would like it erased from the recording.
Last month I reached out to Oshawa senior staff to find out who made the decision to add a computer-generated voice 'warning message' to the City's main phone number greeting. You can hear the first version below (btw, that copy of the recording has an image the City's 'Our Plan For Success' Strategic Plan, which I added so I could post it here as a video because I was uncertain how to add just audio to my Blog and Facebook post). "Please treat our staff with respect and dignity at all times. Aggressive and and abusive language and behaviour will not be tolerated."
Staff wrote back that they deemed it necessary, but said they reviewed the recording and revised it to be more like the City of Toronto's. If you call during business hours now you will hear a computer generated voice say: The City of Oshawa is committed to providing the best service possible to all customers. We remind callers that aggressive behaviour, harassment or coarse language will not be tolerated and may lead to ending the call interaction, if necessary.” "
In my view the City of Oshawa copying the City of Toronto's message does not make this okay.
A municipality must ensure staff have a safe, non-toxic work environment.
But dealing with difficult phone calls can be handled individually. It is not necessary to admonish every caller.
Any staff member can tell a caller their conversation will be recorded and that if the language is abusive they are authorized and able to terminate the call.
Last month I reached out to Oshawa senior staff to find out who made the decision to add a computer-generated voice 'warning message' to the City's main phone number greeting. You can hear the first version below (btw, that copy of the recording has an image the City's 'Our Plan For Success' Strategic Plan, which I added so I could post it here as a video because I was uncertain how to add just audio to my Blog and Facebook post). "Please treat our staff with respect and dignity at all times. Aggressive and and abusive language and behaviour will not be tolerated."
Staff wrote back that they deemed it necessary, but said they reviewed the recording and revised it to be more like the City of Toronto's. If you call during business hours now you will hear a computer generated voice say: The City of Oshawa is committed to providing the best service possible to all customers. We remind callers that aggressive behaviour, harassment or coarse language will not be tolerated and may lead to ending the call interaction, if necessary.” "
In my view the City of Oshawa copying the City of Toronto's message does not make this okay.
A municipality must ensure staff have a safe, non-toxic work environment.
But dealing with difficult phone calls can be handled individually. It is not necessary to admonish every caller.
Any staff member can tell a caller their conversation will be recorded and that if the language is abusive they are authorized and able to terminate the call.