but just a week after your annual "let's talk" awareness-fest, one of your employees decides to lash out at a customer via email, calling her a "bitch" and a "slut". her offense? giving said employee a less than perfect rating on a customer satisfaction survey after he was unable to help her. she didn't even say he gave her bad service, and left a comment that it wasn't his fault that her overall experience wasn't satisfying.
one would hope that this isn't typical behaviour of bell canada's employees. i got called a liar during my dispute with them, but only when i called them. no one ever thought to contact me proactively to call me names. [well, it's possible they did. i received a couple of abusive messages on my voice mail, which i attributed to the fact that i'd recently been torturing sleazy scam callers from "microsoft". the timing still makes me think the scammers were the most likely culprits, but now that i know bell likes to do that too, i'll never be certain.]
i've noticed that a lot of the reactions to this incident have focused on the fact that the employee was in north africa, touching off a lot of anger that many jobs have been "offshored" to areas where employees are cheaper. i don't think that's quite fair. i've personally been treated rudely by all sorts of bell employees, some of whom were clearly canadian. true, i haven't heard of any of them contacting a customer to call them a "slut", but the fact is that with the massive number of complaints against them, it's impossible that all the abuse is coming from one ill-tempered guy in morocco.
furthermore, talking about the problem as if it's just a problem with cheap employees in other countries masks the greater problem: bell canada is letting this survey information pass directly to the employees being evaluated, employees who have access to all a customer's personal information, like their email, their phone numbers and their home address. and apparently they have no concept of why that might be a bad idea. surely, no employee in history has taken a bad evaluation personally, right?
hey bell: let's talk about the mental health problems you're causing for your customers.