"In the 'Garnethill' trilogy, people always forget that Maureen O'Donnell's dad was a journalist and she did art history at uni and her brother did law, but no-one ever thinks they're middle-class - they're just working class because they speak with accents."

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With support jobs moving to China and India, it's not surprising that English-speaking countries' top frustration revolves around the difficulty of understanding customer service representatives. However, even if the level of customer service is exceptional, the extent to which poorly-understood accents trump quality of service speaks to English-speaking customers' growing intolerance of non-native speech, more so than in other countries.

— Bob Hayes