[WillowTheWhisp]

I have difficulty understanding some Scottish accents too so I sympathise. I don't see why you shouldn't ask if there is someone else you may be able to understand better. I don't know if it's down to PC and equal opportunities/rights or whatever but I don't understand why people with strong regional or national accents do telephone answering type jobs. It must be difficult for them too when people don't understand what they are saying. I used to deal with a firm whose receptionist was deaf and had thingy on the phone which typed out the calls for her to read - but I struggled to understand her speech and found it embarrassing to keep saying pardon all the time. I felt like I was being ignorant. It wasn't that I didn't try to undertand her, I just couldn't no matter how I tried.