If you take the TTC as often as I do, then you have heard both their recorded customer service announcements and you have also heard impromptu voices from the drivers of the trains.  The recorded voices are professional, calm and informative.  The loud speaker system doesn’t always work well unfortunately, but at least the voices are clear.

On the other hand, I would say that 90% of the drivers who make announcements over the loud speaker should not be doing so, in the best interest of the company brand.  Why?  Because – simply put – they sound aggressive, and sometimes annoyed.  (On a side note – I wonder if they receive any type of public speaking training?)

I bet they are annoyed at all the stupid questions they have to constantly and repeatedly answer all day, every day.  I bet they have heard the same questions hundreds of times, and are tired of people asking.  I bet they struggle with ESL issues on top of that.  I bet they are annoyed at all the people who stay on a train or try to enter one even after the driver has repeated him/herself 10 times “This train is out of service.  Please do not board this train.  Once again this train is out of service – do not board this train.”  Under those circumstances, not to mention normal stress from the job,  you often have yourself a short-fuse.

That is what I hear in their announcements.  I hear aggression, anger, annoyance and frustration.  So if I’m even half correct in my assumptions, then why would any company want an employee making announcements to the general public?

I know budgets are tight and the TTC is old.  It takes a lot of resources and time to upgrade.  I just want to tell them that almost every time I hear an announcement from a live operator on TTC, I feel sorry for them personally (job stress) and I feel that the TTC will have an even harder time of improving their image as a caring, friendly way of travel.