Customer service and speaking the same lanaguage.
By avonrep1
@avonrep1 (1862)
United States
February 28, 2007 10:53am CST
I just got an ideal for a topic that is annoying to me from another post about having to press 1 for english when you call a company. Even though english is the #1 langauge in the US. It should be if you want spanish press 1.
But this is about that. What it is about is what are your thoughts about companies that out source the customer services to other countries. Its not just the US that does it. Other countries do also.
Does it make you mad, when someone answers your tech support or customer service call and their english is so broken you can't understand them?
If you live in another country and don't speak english very well does it make you mad, for someone that speaks clear english to answer your call?
Anyways it makes me mad. I took a course in college that explained this. What we learned is that companies do this, so the don't have to replace components that break or their other complaints. Its cheaper on them. Dell of instance when you call CS you get someone from India (I think that is where they are at) but when people in India call Dell's CS they get people here in America to help them.
It don't make sense to me, but you can see from the products they sell now verses the products they sold before the outsourcing. I have a Dell before the outsourcing and we have two since the outsourcing. We'll never buy another one. Too many problems and you can't get help because the people they have hired, we can't understand them. Thankful I have had computer classes, so I am able to figure it out, but still I think this practice that companies use is wrong.
3 people like this
4 responses
@artistmel2000 (438)
• United States
28 Feb 07
Right or wrong, it's about dollars and cents to these companies. Last night, my boyfriend put a call into a company at least 3 times and was hung up on twice. Prior to being hung up on, he could not understand what the reps were saying, they obviously didn't understand what he was saying as they kept telling him to repeat the same steps over and over, even after he told them he'd done this or that already.
If a company can save a buck or two, they are going to outsource the customer service to those in India where customer service is going to fall off remarkably. It's a shame, that's all I have to say.
1 person likes this
@AJ1952Chats (2331)
• Anderson, Indiana
5 Mar 07
Actually, they have things in the right order.
They ask you to press one if you speak English, and they do this in the English language.
If you speak English, you do this, and you're set.
If you don't speak English, you wait to hear your language and press the corresponding button on the phone.
If the telephone conversation started out in Spanish, you might think that it was a wrong number or something and hang up.
As it is, the instructions start out in English, and English speakers get first priority when it comes to hearing a language that they can understand.
Spanish people have to wait their turn. Not sure if any other options come on after that or not.
@Willowlady (10657)
• United States
28 Feb 07
I agree that if an alternate language is required then it should be press one..so that would be Spanish in this English speaking country. My Dell is only a couple of years old and is fine and dandy. I have spoken to people in Georgia when I have had reason to call.
Outsourcing to other countries in just wrong on so many levels. We need more American products and definitely service.
