The International Language of Customer Service; Huh?!
Alright, I need your opinion. I have been having quite the experience with telephone customer service reps these past few weeks, and I just about blew through the roof yesterday when trying to set up a repair appointment with the local telephone company- a call I’ve made a few times in as many days.
This issue is nothing new; calling customer service for some random company and being connected to a person half way around the world who- aside from the manual on their desks- have absolutely zero idea what you are talking about- if it’s not in the manual, it doesn’t exist. This is not my idea of stellar customer service. In fact, it’s a slap in the customer’s face. “Outsourcing” customer service is a cost cutting measure; it is done for no other reason than to save companies a buck. Often times, cost cutting leads to a decline of quality- in this case, in customer service. Thus, companies care so little about what you and I are going through, they put us in the situation to experience extreme bouts of frustration when we need help with said service.
So let’s just be honest here, okay? It can be a challenge to understand folks whose first language is something other than English.
I’ve started to notice that telephone customer service, even in the US, is staffed by people whose first language is anything but English- is this a trend? Does it have to do with race? Is customer service seen as a job that other people wouldn’t want, thus these folks are the only ones to employ?
Those questions aside, is it “racist” for me or anyone else to want to speak to someone in customer service who has a firm, thorough grasp of the English language, who has a general knowledge that extends beyond the manual on their desk?
Let me go ahead and toss in the disclaimers that I don’t have a problem with people that speak more than one language, nor do I feel that English should be the “official” language of the US- all I’m saying is I want someone on the other end of the line who understands what the hell I just said, and vice versa.
I want to hear from you on this one.