Customer service experience. How do we balance inclusion with effective communication?

I wanted to share an experience I had today and hear people’s thoughts.

I called a service company in London and found it very difficult to understand the person on customer service. I asked several times if she could spell out the email address word by word so I could contact the company in writing instead, but she continued explaining things verbally. I genuinely tried for over an hour, but I still couldn’t understand the information I was being given.

I want to be clear that this is not a criticism of diversity or accents. London is one of the most multicultural cities in the world, and I have lived in different countries, travelled extensively, and really value the richness that comes from people from different backgrounds communicating together.

My question is about accessibility and effective communication in customer-facing roles. If a customer and staff member cannot understand each other despite repeated attempts, what systems should be in place to help? Sometimes the most inclusive approach may be offering alternatives such as written communication, email, or another colleague who can assist, so that everyone can access the service equally.

Has anyone else in London experienced something similar, either as a customer or someone working in customer service? I’d be interested to hear different perspectives.