What We Have Here Is A Failure To Communicate
The title to this post is a famous quote from Cool Hand Luke. It was said by the warden. He was not referring to language differences. I am.
We have a rental property which was, as I have written recently, damaged by pot-growing tenants. As a consequence, we made an insurance claim. The adjuster sent us a check. The check is payable to my wife and me, of course, as we are the policyholders. However, the house has a mortgage, so another payee is on the check — the mortgage company, as “an additional insured.” Therefore, that third payee has to endorse the check for it to do us any good.
Now, if the mortgage was held by a local bank, as is the mortgage on the ranch, we could go to the bank and have an authorized officer of the bank endorse the check in order for us to have the money for the agreed repairs. Sadly, our mortgage on the rental house was sold to a lender we do not know, which is headquartered in another state, and which, obviously, is staffed by persons for whom English is not their primary language. Apparently, the customer service department has been out-sourced to another continent. I whispered to Miss Sugar, “This gal ain’t from around these parts.”
Before the politically correct amongst us attack me for a failure to value diversity, allow me to point out that the purpose of a customer service department is to, well, serve customers. When the service is performed by the telephone, it is valuable to speak the same language. I don’t mind (most) accents. I even kinda prefer Southern accents, based on having married a Texas bride. I can understand Boston, New York, and Joisey accents. I can understand the Fargo accent in the movie of that name. I usually understand those who speak English with a Spanish accent. I cannot identify the accent of the lady who was in our mortgage company’s service department, which is why I truly believe that she is presently in another continent, not that she came from a faraway land and culture, but she is clearly still there, yet has been hired to help, via telephone, customers in America,
Miss Sugar took the phone and sweetly tried to obtain the address where we were to send the insurance check for endorsement and to inquire about the process and whether it may be expedited. The two ladies talked for several minutes. Sugar tried to write information on a sheet of paper. I noticed that Sugar repeated herself a lot. Poor Sugar, the mortgage lady does not speak Texan. I doubt she understood, “Ah preciate y’all’s hep.”
Sugar endeavored to repeat the spelling of the street name; however, to do so, it is vital that the letters of the alphabet be mutually understood.
We have some information. It is not entirely reliable. I am not clear on whether the check is to go to Ohio or Iowa. Miss Sugar cannot say for certain; i.e. “shuh.”
Maybe we should just put Pakistan on the envelope and hope it gets to the proper person in Customer Service.