Phone message gets mixed reviews

City phone message encouraging respect gets sour reviews from council

Feb 26, 2019 | 1:24 PM

An automated phone message reminding callers to be respectful when talking to city staff got mixed reviews from Council on Monday night.

Would you like to listen to this when you call the city ? The City of Vernon is thinking about implementing this phone message in order to reduce the amount of swearing / abuse faced by front line staff #vernonbc #respectfulworkplace pic.twitter.com/zjxQgUTS26

— Tiffany Goodwein (@CityNewsTiffany) February 26, 2019

The 14 second message says, “Hello, the City of Vernon is committed to a workplace where everyone is safe and treated with dignity and respect. We are here to assist you, however disrespectful behavior including swearing and shouting will not be tolerated. Thank-you for your understanding.”

The phone message, if approved, would be played before staff answer the call and it would air on all the main switchboards.

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“I just have a fundamental problem with phoning a number and the first thing I’m getting is a recording,” said Coun. Brian Quiring.

Coun. Anderson and Coun. Fehr echoed Coun. Quiring’s comments and added that while they understand the purpose of the message, they think that it could be going too far.

“I think this will infuriate more people,” said Anderson.

Coun. Mund said he thinks this is something the city needs .

“I think we need it because I do know people, a lot of people, who do call in and are yelling and screaming right off the bat. ”

But Mund suggested trimming the message down so people get the fundamental message that swearing and abusive behavior is not tolerated.

“Fourteen seconds to me just seems a little long,” said Mund.

A trial of the message has been used in the Financial Services department since July 2018. Staff told council that the message was received positively by recipients.

The phone message is still up for discussion within the City, and there is no official plan to use it.

The message was presented as part of the new Front Counter Safe Work Procedure Policy, which includes strategies for staff when dealing with rude and abusive customers and signage reminding people that abusive behavior will not be tolerated.