Customer Service Rant: My Via Dolorosa
By ariel in Uncategorized, Tech, Money, business, America, India, Customer Service, Outsourcing, Via Delorosa, The Dark Side Of The Moon, Questions, Call Center, English on January 17 2008
It all sums up to one simple question: When was the last time you actually got a good customer service? And if your answer starts with something like: I do remember getting 
a good service…. you just prove my point. We are so surprised when we call to ask something and get a courteous and knowledgeable response that we remember when it happened. We all know how it works. You walk into a shiny store, or go to a fancy website, find what you want and buy it. But it’s not so fancy anymore when you need something from the dark side of the moon: the call center. And it is literally the dark side of the moon because all call centers were outsourced a long time ago to India, The Philippines and other countries that are about 10 hours ahead of us. In the dark side, a simple question turns to a Via Dolorosa of repeating your private information and random answers that are being scripted to the poor representative who can barely speak the language, but will tell you a thousand times in perfect English that he or she understand you, and that a supervisor will give you the same answer. I admit, I snap. I rise my voice and won’t let go until I get what I want, but I know its not worth the effort. And this brings me to my next question: How much more are you willing to pay for a good, local based customer service? 10% more? Maybe 20%? I know I will, maybe…
I know that we don’t normally write about consumer issues in this blog. But I am so angry at this lousy web site, that I’ve decided to write my story.