Going Global
How many times have you called customer service and got transferred overseas? Nine out of 10 you can barely understand the customer service agent and they cannot understand you either. It’s infuriating.
Recently I bought software from Adobe. The sales agent was efficient, helpful, knowledgeable, and above all from right here in the USA. Shortly following the sale I needed some help with getting onto their web site. I called the sales agent back who explained she was not familiar with the process and transferred me to customer service. Well that was a long transfer because I ended up with a customer service agent in India, who I could not understand and could not understand me. I won’t bore you with the details of that conversation.
What I will ask is if companies think these overseas representative are good enough to help us with service issues, why don’t they let them handle the sales too? Of course not. And I’ll tell you why not, because if you got on the phone with an overseas representative who could barely speak English you would probably hang up and not buy the product.
I would really like to see a company go truly global. Let their sales office be stationed somewhere in India and let customer service come back to the USA. Then I can write a blog about the apathy of the American customer service agent.
Discussion Area - Leave a Comment