Straight talk on language

Re: “Agents’ comments at métro station ‘a slap in the face’ ” (Squeaky Wheels, July 16).

I cannot understand government organizations such as the Société de transport de Montréal saying that their employees do not have to serve customers in English. When I call the bank, the tax office, Vidéotron, almost any company, I get the option of the language I wish to use. In Hong Kong, when I lived there, some police officers wore a special tab on their uniforms indicating they could speak English. Almost any country where there are real possibilities of encountering people who speak a different language have their customer-service agents able to speak at least one foreign language, usually English.

Why is it not part of the job description for people in ticket booths to be able to at least understand a few phrases? Ted Pearson Montreal

Poor customer service is one thing, but refusing to serve a customer because of his or her language is bigotry, pure and simple. The bureaucrats at the STM reply with the same answer: “Our employees do not have to speak anything but French” and the matter is forgotten. These ticket takers should be suspended, fired or at least take a class in Courtesy 101. STM agents and anyone in customer-service jobs are there to provide service.

They should keep their political opinions, lectures and bigotry to themselves. Allan Brinson Beaconsfield

I have been told that many Europeans visiting Germany are ignored when they speak in any language but German. Very few Canadians would live in a city such as Paris or Lyon (the latter is smaller than Montreal) and not be able to get by in the local language after a few days or weeks. What do you say to a native Montrealer or a long-time resident who hasn’t felt the pressing need to get by in French after two months or two years? Francophones here have probably got used to feeling a bit like foreigners in their own city. Every day on the métro I hear people automatically saying “Excuse me,” instead of “Excusezmoi.” It is the norm in the area from Concordia University to N.D.G., an area I call “Little Toronto.” It’s the same in Mile End and francophones there must feel like tourists or refugees in their own city.

As a Montrealer born in England but having lived here nearly all my life, even I find that insulting to all of us. Nigel G. Spencer Montreal

I am not surprised that STM personnel were rude toward Michael Dunning. The problem lies with the STM’S hiring practices. Its workforce is by far white and francophone and does not reflect the multicultural face of Montreal. If you do not want to be exposed to other cultures or hear other languages than French, then you should not work with the public. One can argue that it is an employee’s right to work in French. How about the passenger’s right to common courtesy?

One can only hope that the two ignorant employees will get appropriate punishment for their remarks. Cris Rania Montreal

The STM is supposedly pulling out all the stops to increase ridership and yet it appears that some of their ticket agents are doing just the opposite. As STM spokesperson Marianne Rouette proclaims that the STM has “zero tolerance” for discrimination and says ticket agents are obliged to serve all customers, albeit without the obligation to speak in any other language but French, no customer should be turned away or reprimanded without an effort to figure out their requirements.

The STM should take swift and appropriate disciplinary measures taken if warranted after investigation. Insulting your customers and tourists is hardly the way to increase ridership and promote our city. Philippe Lavigne Kirkland

Every time there is a complaint about the STM regarding an English/french issue, the STM says it will look into it. Where is the followup? When does the STM say “we looked into the matter and found that employees are at fault and will face disciplinary actions.” Or, if the problem is with the public, then that should be said as well. Stuart Mccullagh Kirkland