| fun with botched corporate sensitivity So my mother (Conchita) got a letter from Verizon proudly announcing that they are now set up to send all bills and official communications in Spanish, and as she had previously gone on record that she wanted her stuff in Spanish, starting with her September bill everything she would get from Verizon would be in Spanish. Minor problem: My mother doesn't speak Spanish anymore. My grandparents were the immigrant generation, and while Spanish was the preferred language in their home, mom hasn't used it since she was a little kid, it's long gone, erased from the memory banks. And she never never never told Verizon that she wanted all communications in Spanish. Fortunately, there was a line on the notice that said "if you would like to continue receiving correspondence in English, dial 1-800-(whatever)". So she called it. It was in Spanish. Not even a "press one for English" option. Nice. So she looked up the main Verizon number in the phonebook and called that. The customer service person was friendly and apologetic but clearly a bit frazzled. Apparently some bright bulb somewhere at Verizon had decided to send this "now you're getting stuff in Spanish!" letter out to virtually all land-line customers who have a hispanic/latino sounding name, regardless of whether or not they had actually expressed a preference for Spanish bills, and the customer service center was swamped with calls from people angry that someone had assumed anyone with a Spanish-sounding name would want bills in Spanish. For all they know, she could be a fifth generation Vermonter, why do they assume a Spanish name = speaks Spanish? Do they do that with people with Italian sounding names, or French, or German? Mom was in rare form, that sort of profiling drives her nuts. Way to go, Verizon!
-Ricardo 
"2 minutes by yourself and...you feel shame, you know...and then you get free" |