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| Strategy for dealing with foreign help desk script readers? https://gladerebooted.net/viewtopic.php?f=2&t=6531 |
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| Author: | Micheal [ Fri Jun 17, 2011 1:01 am ] |
| Post subject: | Strategy for dealing with foreign help desk script readers? |
Wondering if this is real, sent to me by a friend. -------- I want to ask each of you to consider doing the following when you are talking on the phone to any U.S. .. company's customer service representative that is based in a foreign country (like India ). Any time you call an 800 number (for a credit card, banking, charter communications, health and other insurance, computer help desk, etc) and you find that you're talking to a foreign customer service representative (perhaps in India, Philippines, etc), please consider doing the following: After you connect and you realize that the customer service representative is not from the USA (you can always ask if you are not sure about the accent), please, very politely (very politely - this is not about trashing other cultures) say, "I'd like to speak to a customer service representative in the United States of America ." The rep might suggest talking to his/her manager, but, again, politely say, "Thank you, but I'd like to speak to a customer service representative in the USA ." YOU WILL BE IMMEDIATELY CONNECTED to a rep in the USA . That's the rule and the LAW. It takes less than one minute to have your call re-directed to the USA . Tonight when I got redirected to a USA rep, I asked again to make sure - and yes, she was from Fort Lauderdale . If tomorrow every US citizen who has to make such a call, and then requests a U.S. rep, imagine how that would ultimately impact the number of US jobs that would need to be created ASAP. Imagine what would happen if every US citizen insisted on talking to only US phone reps from this day on. If I tell 10 people to consider this and you tell 10 people to consider doing this - see what I mean...it becomes an exercise in viral marketing 101. Remember - the goal here is to restore jobs back here at home - not to be abrupt or rude to a foreign phone rep. You may even get correct answers, good advice, and solutions to your problem - in real English. If you agree, please tell 10 people you know, and ask them to tell 10 people they know.....etc...etc... "Proud To Have Been Born An American" |
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| Author: | Müs [ Fri Jun 17, 2011 1:13 am ] |
| Post subject: | |
Not a rule or any law that I am aware of. You'll just get your account or whatever flagged as a "difficult person" Quote: Imagine what would happen if every US citizen insisted on talking to only US phone reps from this day on. Companies would have to do even less for CS than they already do because many of them don't even have reps in the US, and even if they do, those would be quickly swamped by a bunch of people that would rather make life difficult for the CS people. Companies aren't going to stop outsourcing their CS until it costs more to hire people in El ****. |
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| Author: | Rorinthas [ Fri Jun 17, 2011 1:19 am ] |
| Post subject: | Strategy for dealing with foreign help desk script readers? |
Sorry, Mike. Snopes has spoken. |
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| Author: | Micheal [ Fri Jun 17, 2011 3:23 am ] |
| Post subject: | |
That's why I brought it here Rori, to discover the truth and prepare the board denizens for when they receive the same e-mail hoax. thank you. |
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| Author: | LadyKate [ Fri Jun 17, 2011 7:13 am ] |
| Post subject: | Re: Strategy for dealing with foreign help desk script reade |
Here is a key point from that Snopes Article, Mike: Quote: Although the practice is not yet legislatively mandated, some U.S. companies have established policies and procedures of their own that instruct foreign call center operators to transfer calls back to U.S. based reps upon customer request. Sure would be nice to have a list of those particular companies. Now THAT would make a great article...if I were an investigative journalist, perhaps I would make a few phone calls to a few major companies and ask a few pertinent questions. Great topic, Micheal, thank you. |
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| Author: | Arathain Kelvar [ Fri Jun 17, 2011 11:13 am ] |
| Post subject: | Re: Strategy for dealing with foreign help desk script reade |
Micheal wrote: Imagine what would happen if every US citizen insisted on talking to only US phone reps from this day on. I did, and came up with: "Lobbying groups would have the law changed." |
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| Author: | Rynar [ Fri Jun 17, 2011 1:48 pm ] |
| Post subject: | Re: Strategy for dealing with foreign help desk script reade |
Arathain Kelvar wrote: Micheal wrote: Imagine what would happen if every US citizen insisted on talking to only US phone reps from this day on. I did, and came up with: "Lobbying groups would have the law changed." I came up with: Many people would find themselves suddenly priced out of many of the products and services which utilize foriegn phone reps to keep costs down. |
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| Author: | Noggel [ Fri Jun 17, 2011 7:55 pm ] |
| Post subject: | Re: Strategy for dealing with foreign help desk script reade |
I called Citi Cards twice over the past few months. First time was likely someone in India. Second time was definitely an American. I had an easier time understanding the Indian, for whatever that's worth. Both were script-readers though, so my dislike is equivalent. |
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| Author: | Scirocco [ Sat Jun 18, 2011 8:06 am ] |
| Post subject: | Re: Strategy for dealing with foreign help desk script reade |
LadyKate wrote: ... Quote: Although the practice is not yet legislatively mandated, some U.S. companies have established policies and procedures of their own that instruct foreign call center operators to transfer calls back to U.S. based reps upon customer request. Sure would be nice to have a list of those particular companies... Indeed - would someone please do the needful? |
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| Author: | SuiNeko [ Sat Jun 18, 2011 10:23 am ] |
| Post subject: | Strategy for dealing with foreign help desk script readers? |
Whoever teaches Indians that is acceptable English should be beaten. I HATE it. Total disavowal of any responsibility or attempt at self help |
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| Author: | Elmarnieh [ Sun Jun 19, 2011 9:41 pm ] |
| Post subject: | |
I have a phrase on my desk I use as motivation - its the phrase every single email I receive from Accenture in India ends with: Kindly do the Needful. |
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| Author: | Numbuk [ Wed Jun 22, 2011 10:24 am ] |
| Post subject: | Re: Strategy for dealing with foreign help desk script reade |
Some places can and will still connect you to US based support. I know from firsthand experience that Qwest is one such company. Other companies, like Microsoft, make it more difficult. And their "supervisors" will argue with experts in things they are not in the know. For instance we needed Microsoft to have UPS intercept a package that was being sent to us. Their foreign support supervisor said that it cannot be done. This is when my wife, a person who works for UPS and does intercepts for packages all the frickin' time, intervened. After several minutes of pointless (on his end) arguing and realizing he cannot fight fact with lies and unknowns, he admitted that Microsoft gives them absolutely no power and has no authority to call UPS to request the intercept. |
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| Author: | Darkroland [ Wed Jun 22, 2011 11:11 am ] |
| Post subject: | Re: Strategy for dealing with foreign help desk script reade |
Numbuk wrote: Some places can and will still connect you to US based support. I know from firsthand experience that Qwest is one such company. Other companies, like Microsoft, make it more difficult. And their "supervisors" will argue with experts in things they are not in the know. For instance we needed Microsoft to have UPS intercept a package that was being sent to us. Their foreign support supervisor said that it cannot be done. This is when my wife, a person who works for UPS and does intercepts for packages all the frickin' time, intervened. After several minutes of pointless (on his end) arguing and realizing he cannot fight fact with lies and unknowns, he admitted that Microsoft gives them absolutely no power and has no authority to call UPS to request the intercept. Yeah, that's the issue with the sub/sub/sub/sub contracted phone/e-mail/online support implementations. While a lot of times you know they can do something (technologically), the people actually doing the support have no power beyond reading as script to you, resetting your password, or forwarding your issue on. It's designed to knock out simple issues as quick as they can, and to make it as difficult to get support for complex issues as possible. (kind of off topic, but this is the same reason Apple puts real apple employees in Best buy, instead of having their stuff sold by "Blue Shirts". They know having a salesperson that's knowledgeable about the hardware/software and actually interested in selling something results in more sales. There's nothing more off-putting than someone asking a technical question "Will this work with my XXXXXX" and receiving that blank stare, or the "I'll have to ask so and so, I have no idea what I'm talking about, I was restocking CD's yesterday and now I'm selling CD's.") |
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