Stop Hanging Up On Deaf People!
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- Опубликовано: 21 окт 2024
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I worked as a housekeeper for a deaf client. She spoke very clearly and read lips with a skill I envy. She would video call me and read my lips when I spoke. She even managed to teach me a fair bit of sign language.
My daughter speaks with a speech device. She gets hung up on all the time. When she was young I would call for her but now that she's on her own she has to do it herself and she gets so aggravated. Thank you so much for bringing awareness. I hope for all good things for you
5 years ago I was working as a middle manager in customer support when a case got escalated to me, which turned out to be a TTY call. It was the first time I heard of it. The relay operator was so keen on helping the person on the other end that when our agent got confused and couldn't manage the call, she asked for a manager and ended up with me. I was abit anxious about making it work, but so excited to see that such a service existed! We started including such scenarios in our trainings from that point on and all became abit more aware and accessible.. Thanks for bringing up this issue!
oh yeah i would totally be the person that says "ITS A SCAM!" and hang up, if anything is fishy/abnormal i fear social engineering.
so good tip, ill try not to freak out if i ever receive a call like this
The issue you're describing is, essentially, that your Panic Response is completely preventing you from actually paying attention (listening) to the other person. From a physiological point of view: your brain is 100% turned-off.
The solution to the problem is simple: even IF you feel panicked, DO NOT let that 'feeling' force you to rush your decision-making.
Stay calm. Slow down. Let the person on the phone know you are "Unfamiliar with what's going on", and that you'd "Like them to explain more slowly."
Your human instinct tells you to "FREAK OUT and hang up the phone NOW," but this is a bad idea that could cost you a job, or worse.
Just remember: there is absolutely NO harm WHATSOEVER in simply listening to the other person - EVEN IF they were a Telemarketer: you're not going to explode because you gave them 60 seconds to explain themselves. There is literally NOTHING a person on a phone can do to cause you any harm whatsoever.
You might just find out your panicked-instinct was 100% wrong, and you were actually about to hang up on a deaf person that may drive down and chat with your boss about how you are handling phone calls for their business.
P.S.: if you actually have Telephone phobia to the degree that you can't handle making phone calls, then you should request an Accommodation from your employer. Sadly, they will probably require a doctor's note, but maybe not. Either way: if you can't properly handle telephone calls, you should not work in a position that requires you to answer phones.
If they start saying "tell her" then just go "oh, tell them" and when they get angry just be like "tell them they were doing the same thing"
Back in college a friend used a TTY service to prank call me. I had NO idea what was going on but the poor TTY operator had to try and translate his l33tsp34k (it was a while ago). I hung up on the operator because it was late and I knew it was my jerk of a friend. I later checked up on what had happened and what TTY services are and read that prank calling with those systems is a major problem that is impacting parts of the Deaf community. I felt bad about that once I learned about the system and what it was for. I wonder if this stuff should be part of the education system, when telephones are being taught (that's a thing, right?) - well, your vlog will help spread the word now!
This is why I try not to hang up right away. My family's business gets telemarketer calls all the time. So, sometimes we hang up. But I try not to until I am positive it's a telemarketer.
I work for the NRS, essentially the new version of TTY, and it's so good to see a point of view from someone that uses the service.
I'm usually glad when they hang up
I’m guilty of this🤦🏼♀️ however, ever since I’ve definitely been more aware and spread the awareness as well!
this blows my mind, people suck. i have physical disabilities so i totally get how frustrating ablism can be. I wonder if this happens the world over? I notice a load of 'deaf' stickers around government places here ( New Zealand ) which are meant to show that the place has been signed off as being trained in how to communicate effectively with people with some sort of hearing loss. But of course, that's only ever as good as the individual you're working with, just like when somewhere is wheelchair accessible that doesn't mean the staff aren't going to speak to you in baby voices and assume you're disability extends to your intelligence as well.
I'm super thankful that i now know what is happening if i were to ever take a relay phone call however it feels ridiculous that i didn't know it beforehand. Ridiclous, but sadly not surprising.
very interesting. i had never heard of tty or anything of that nature until now. good information
Thank you for explaining this! I always wondered how TTY worked, I didn't realize there was a third party involved. Makes sense.
Good info and tips. I'll have to look more into this in case I happen to get a phone call like this. Shows how easy us hearing folks can forget about the POV and perspective of someone who can't hear.
JC5 Productions That, plus we hard of hearing and deaf folks are all are human beings, too. So, it can hurt our feelings when we aren't allowed to finish our calls.
Had no idea this was an issue. Thanks for bringing attention to this Rikki!!
Thats so true for deaf people.
I hate when this happens to me, every single time. Sometime I have to tell the operator not to explain and just get my message across OR if I would go down to the business that I had tried calling, I would ask to speak to the manager and tell them to educate their staff on better accommodating with the Deaf callers and that they need to be patient.
It is weird how many times I've run into companies who don't want my money... I'm not deaf, but I have reduced sensitivity across part of the normal vocal range, and the result is that phones are annoyingly difficult for me to hear. It doesn't take much line noise or anything for a call to become so muddy that I'm guessing at most of what they're saying. I've contacted so many companies over the years with an email along the lines of "I can't find X on your site, it seems to suggest I need to call for that, but I'm hearing impaired..." And I've lost track of the number of emails I've gotten back with "please call us at..."
Took weeks of emails with my bank to have my phone number removed from their call lists, with their email support agents insisting that you had to call in and talk to someone over the phone to get them to stop calling... Wtf?
Yeah! I can so relate to this! I'm based in UK, we have this app called NGT Lite...its like TTY but in app/text form (basically we dial the 08001+the number we want to call, so NGT app pick the call up, the app open/come up, then the relay service ring the number, and text us, so we text back and forth.) Its exactly like TTY but with the app. Last month, I called this hairdresser salon where I normally go all the time few years ago, but at the time I wanted to enquire about the deal they had for cut and style, so I used NGT as they don't have email service *roll eyes*, and bloody ell, they hung up on me FOUR times! It pisses me off. I FB-msged the salon, and they were all apologetic. They asked me to ring them again to see they if they continued so I rung them once again, hung up. rung them again for 6th time, I told them not to freakin hang up on me, asked them why they hung on me 5 times, she said the phone line was faulty. I was like lmfaoooooooo! Was seriously pissed off. (I need to follow up now and see whats going on. I'm not letting them off easily)
These kind of hearing people (the unkind ignorant naive ones - not all of them) unknowingly love to take the piss. They can be so condescending, unwilling to meet us in the middle. AND they say WE are the one that are so inconvenient when it's actually them wasting our/their time by not listening, by not communicating. Its so frustrating. Especially when Deafies like me went through years of speech therapy and learnt how to lipread in order to able to function in the hearing/mainstream world, we always make effort to accommodate them, but they don't do the same with us, and they get to bitch about it. Eugh.
When I saw the title of your video, I was like YESSSS! Go you Rikki!
Please dont be sad i wish good things for you....✌✌👍
I worked at a call center and we received relay calls a lot. It never phased me....but for some reason it threw some people so bad. I never understood it. To me it was the same thing as using an interpreter for any other language. The only problem I HAD with it was when the person in the middle was incompetent. It was rare....but sometimes the person in the middle didn't speak English well and I questioned how well they were relaying either person's information. I felt bad for the deaf/hard of hearing person too because you could tell they were frustrated too.
Preach.
I work for Medicare and we do pretty well with this! I get interpretor calls all the time, our procedure is to get the interpretors company and ID number, then we just go ahead with the call!! We never hang up on deaf people. I'm surprised the American government is so good with this. We had special training for interpretor calls!
Yeah I got hung up on when trying to order a pizza 20+ years ago. Never tried to order a pizza via relay again.
damn im dealing with this RIGHT NOW AND I"M ANNOYED AF.
That, and we are also all human beings who just are also trying to make calls to get stuff done, too. We have the right to call to get that done, too.
I have actually received a call with an interpreter, and I wanted to briefly share the story. I answer calls at a mortgage company, and at no time was I ever told what to do if I received a call like this, and when it came in I felt so bad that I didn't know what to do. See, we are bound by a lot of regulations on who we can discuss private financial info with, and I had no direction on what to do in this situation.
Thankfully, there are a lot of people more experienced that than I am in my office. I apologized profusely and let the caller know I need to verify what our procedures where, because again I had not been told. They were very understanding, though I would not have blamed them for not being, and it only took a moment to ask a coworker, who immediately said, "act as though the interpreter is the borrower, proceed as normal." And I did. Well, so much as I was able. Their loan was actually with our sister company, so I explained I would need to transfer, but that I would get them with a person, and I didn't complete that transfer until I knew the person I was handing them off to was aware and comfortable of the situation. I felt better afterwards, and if it ever comes up again I will know what to expect.
cool video, I will use this in the future to make sure I don't hang up on a deaf customer.
When I worked at a call centre at some point in my life, and I know the video calling service that helped the deaf person talking with me introduced the call with "This is a relay service interpreting for a deaf person. Please speak as you would to any other person. there may be delays during interpretation."
🙄 #sorelatable Sometimes, depending on the call, I'll ask the interpreter to not say it's a relay call and just go directly into it. That is an option, but for certain calls, you have to make it known that there's a third party (like to a bank or something).
Hey Rikki! I'm an ASL student and I love your videos! I plan to send you a letter soon. 😊 Keep being awesome 💕💕
Same because that just mean
It is important to remember there is now than one side to every conversation.
A bit of information I was unaware of. Thank you.
Ikr
I work as a closed captioner for phone calls for deaf and hard of hearing and people will say hello once or twice and then hang up before the captions could even come up on their phones.
I can only hear the non assisted user, and I just relay what they’re saying and it turns to text for the assisted user to read. But they the non assisted party doesn’t know I’m relaying the call.
Oh! I got call like this at work (only it was a message ‘cause she called after hours). I didn’t know it was thing. I thought it was cool. And the translator was really clear in the beginning, explaining what was happening. I don’t know how anyone (especially people in customer service who answer phones for their job) could be confused or think it’s a telemarketer. The message wasn’t for me, so I didn’t have to know at the time, but how do you call back? (This might be really stupid question.)
Huh. Looking back I don't recall if the people I've ever hung up on were talking about a relay phone service or something... great. I kinda doubt it since it was just a normal house phone being called but a deaf person could've been calling. Time to ramp up my patience!
I've only ever hung up on people calling my mobile phone when it was in a foreign language. Then again, that was when I was living in Asia so it was probably my fault for not knowing the language, haha.
True, I’m deaf and use videophone thought bank keep hang me every time. They think I’m scam. 🙄
I haven't tried out a TTY in while since I didn't know how to use it right since it was still new to me. I might try to pick up again because I need an alternate communication other than my captioned app on my phone. But I do know the same situation happens for people who use caption phones since captions can be delayed and the hearing person is left with silence then assumes the other person hangs up. I know that happened to me like once, but usually tend to make noise a bit to let people know I'm still there.
"Have you ever..." has to be the worst way for an interpreter to open the call, sounds like they're gunna talk about PPI, car insurance or a crash you didn't have.
They open with an introduction, not "have you received a relay call before?" That comes after.
So a few months ago I was at work (I work at a hotel) and I received a call from an individual who said he was from a company and was speaking on behalf of a deaf person. So at first I was trying to work with him until I realized this kid was totally messing with me. He tried to get me to say something innapropriate and even swore at me because I asked: Are you legit? So I hung up and reported this to my boss. Other than that, I've never experienced this, but I'll do my best to help, answer the call.
I have a few thoughts here! First off, the pic you showed off a TTY is nothing like the first TTY I ever had; it was actually a remodeled teletype as used by news services in the olden days, not that I'm trying to date myself (but I think I make a great date). As for ordering food, these days, you can just do it online at most places for either delivery or pick up.
The receipt thing is actually the paper your conversation is printed onto, you can opt not to print on many new TTYs.
I heard that was how Marlee Matlin found out she was nominated for a golden globe for children of a lesser God. She still had the paper from the tty. She had just entered rehab. and was getting her phone privilege. I read it in her book I'll Scream Later.
I love your Sailor Moon long sleeve. Where did you buy it from?
I've never heard of these services don't know whether we have them in my country but I wonder what makes people think they're talking to a telemarketer.
Rikki Poynter Germany
Rikki Poynter Cool, good to know
Probably formal tone of conversation and the fact they are saying that it's some kind of service...
Okay, that could be.
So I'm in Australia, but we tend to start our calls with "Hi! My name is _____, I'm from the national relay service and I'm calling on behalf of someone who is deaf or hearing impaired". It tends to throw people off, and in my country, a lot of people haven't heard of the service. We tend to ask if they've heard of it once we've let the inbound (person using the service) know that the person they're calling has answered, and what their greeting message is.
ah yeah I think ive hung up on some deaf people at work now I see this, answered the phone at customer service for a while, got this call a couple of time where some computer voice explains me something and then I get a live line but noone is talking just static, waited a while nothing came through so I'd just mention we had a chat service on the website and hung up. This was a big telecom company I was working for, we never got any instruction about how these things work and what to expect. I think the computer voice mentioned this was a call through this or that accesibility service, but it didnt really explain just stated that and bang connected me through. was only after the call I Figured it was probably a deaf person calling.
I love watching your videos. Keep on the good work :)
real good video, very informative!
I've never received an interpreted call before, but I wonder if there's a better way for them to introduce themselves. I've had to make calls on behalf of other people, and I usually say something like, "Hello, I'm calling on behalf of X, they are on the line with me, and I will be translating for them." I know a friend in high school received repeated wrong number calls through relay service, and they said the intro was automated, but if it's not, maybe a different approach would help?
I want dominoes now
Never say third party please. Just say that the relay operator is a neutral party between deaf person and a hearing caller. Just talk directly to each other as normal. If u say third party. The hearing caller would assume to ask the person more questions than u
My mother has hearing loss, she can call on her own since you can make the call louder, but she needs to ask for people to repeat themselves a few times during a phone call.
People get so rude when they are asked to repeat themselves sometimes.
It got so bad, that now I do really important phone calls for her in her name or pretending to be her while she sits next to me.
She can clearly hear what I'm saying and I tell her the rest after the call.
People are assholes.
I do this for my mom but they catch on that I'm not my mom. So I usually state who I am and then she loudly says please talk to my daughter. I am hoh as well. I have hearing aids and wear them, she doesn't. Or if they call for her and I answer I ask who they are and then they will explain what they want then I tell her whil I'm still on the phone.
My mom doesn't need hearing aids, her hearing is a little bit to good to really improve anything as of now. She never used those services you described, I know that they are available but she is one of those people that wants to do anything she can without as little help as possible. Her hearing was always good enough for that.
It would work so much better if people would show more patients or speak a little louder for her. I had customers like her on the phone a few times a day, didn't make my day any harder as long as they just told me "Please speak slowly" or "Please speak a little louder" or "Cam you please repeat that?" or whatever they needed to make it easier for both of us. Some of my co-workers just bitched about these people while silencing their side of the call, I'm glad I don't have to work for that company anymore.
Yeah, people are often really unforgiving when there are communication challenges of any kind on the phone. I'm autistic, so phone calls sometimes can be a bit muddy to me(sensory processing issues), and I've had people get shockingly upset when I ask them to repeat something or I hear something wrong. I'm pretty sure I've had someone hang up on me eventually, once or twice.
Similarly, and more of a frequent issue for me, I've noticed people lose interest in helping you *fast* if you have a hard time formulating sentences on the phone. I often need to script out my phone calls to make them go smoothly, and if I don't I'll often end up repeating myself or searching for words or having a hard time explaining my situation. It's about a 50/50 chance whether the person will actually work with me, or just get annoyed and become increasingly less helpful.
@@gwenc1371 Agreed regarding the difficulty of speaking and hearing with autism.
What amazes me is: these people are literally being paid money to have a conversation with us, but AS SOON AS we ask for a TINY amount patience, they become passive-aggressive jerks.
I just want to tell them: "You're being paid to put up with my SLIGHT slowness. I'm NOT being paid to put up with your MAJOR asshole-ness."
I have a small question, do you also have a SMS service instead of 911 in the USA ? In France we have a special short number to text to, for deaf people or in case you can't speak. I has been (sadly) useful for some hostages for example. It's to contact any emergency services ; you text an they can text you back.
Yup, same in the UK. I'm registered with the emergency services SMS.
I'm a hearing person, and while I completely agree with everything you said, I'm also a bit curious, because thanks to social media and the internet and texting and all that, it's literally been years since I've needed to call someone by traditional telephone for anything. There's usually always an online option. So why don't you just go for that?
There is a critical flaw in your proposed solution:
Specifically, you said: "There's USUALLY ALWAYS an online option."
Well, which do you mean? "Usually" and "Always" mean completely different things.
"There's usually-always an online option." logically implies that there are STILL some times where there IS NOT an online option... so what is the deaf person supposed to do then?... Yep: they have to make a phone call, which brings us to the issue of them being hung-up on.
Ah this is nothing new. I'd tell my hearing friends about my deaf "war stories" about how often hearing people hung up on me and what happened afterward. You know - more likely reason why hearing people hung up so fast because relay operator would announce that there is deaf person on another line, so I was told by my several friends and they said it was freaking them out at first then they gotten used to it.
Luckily, in modern generation, relay calls became easier now, with video phone calls - you can turn off some options if you want relay operator to announce who are they or not expect in some situation - like medical calls or bank calls which relay operator must announce who are they - it's law in U.S.
I'm subscribed but I haven't gotten a notification in my subscription list in like a month
Rikki Poynter Okay thanks! I'll try the notification bell so I can see when you post. I see your videos in my recommended videos but not my sub list so idk what's wrong, but I love your videos! ❤
I love this video it happens to me all the time still I use iPhone tty and also vrs very easy but u could always use a dry erase board for what u want say I have met some deaf can’t sign but use dry erase boards for simple request food dr appts ect
I didn't really know where to ask this question, but ive recently started providing CC on videos and ive noticed a lot of videos are not open to add CC, especially in reagrds to creators with large fanbases, and often when they are, the creators themselves wont approve the CC (often i think its because they're not aware that you can have others contribute CCs and that they have to approve the CCs themselves) , I was wondering if it'd be okay to contact them through their business emails/comment section? I'm afraid it might be seen as rude or like misusing their email but I genuinely wanna help and provide more closed captions?
I can not figure out how to get video phone on my iPhone. App? Software?
There are apps that you download for it. Sorenson (I think) is one of them.
Text or Email are better for me job with communicating with texts and email.
Is there an online service where I can learn sign language?
thank you
so i worked at a pizza place and i was totally cool with taking these type of phone calls, but my boss who was a total dick and he himself would hang up on them, and when i had to take like 20 minutes or whatever to get the order through he'd get mad at me. i wish he got called out like you called out those gym people lol.
On the one hand I want to say something about people being dicks... On the other - I know that amount of scam/advertisement/prank calls that people receive daily is so big they just don't believe that someone can be serious about that... Thank god chat customer support is more and more popular. Maybe that's an option.
Why can't deaf people just facetime the person and read their lips? Am I missing something?
FaceTime quality is bad and slow and deaf people don't automatically have the ability to read lips. Only 30-40% of the English language can be possibly read on the lips and that isn't a guarantee. I don't/can't lip read. Also, English and ASL aren't the same language, so if we're calling through an interpreter, that won't help us out.
And companies and the like don't even FaceTime.
@@rikkipoynter I see. Thanks for responding and I love your videos!
Thanks, Hannah!
Hi! Greetings from Finland! I come from Tom Scott's channel. As a normal hearing person I honestly wonder how did you ended up becoming deaf? Do you have any congenital medical condition that made you deaf or did you lost hearing when you were younger? Good luck for your RUclips channel!
Companies told me that they "don't have time for that." And then they hung up on me, which lost me as a customer of them.