Hello! So I work for a financial institution in Canada and usually do outbound calling but for the last couple days we’ve been helping out our inbound team.
A woman came through to me and I saw her language preference was french. Canada is officially bilingual and we do have french reps and I am definitely not one of them.
This woman probably just pressed random buttons in the IVR to get to a rep and didn’t pay attention to the option for french.
She was speaking English to me and there didn’t seem to be much of a language barrier–at first.
She wanted to go over stuff on her statement. Ok, I access it and see it’s all in french. I offer to get her over to a french rep. She keeps asking for info and going on about a specific charge.
I told her at least three times I cannot read the statement and she ignored me each time and kept talking.
Finally when I mentioned for the fourth time I cannot read her statement because it’s. In. French. she finally listened and let me transfer her to a french rep.