Friday, October 12, 2012

Call Center Communication Made Easy

The gas company serving this area brought their call center back to Phoenix from India last year after numerous customer complaints. What a difference now when you call them. Plus it also created 300 jobs. They were so bad that when India answered I couldn't even understand them or be understood. I'd simply ask to be transferred to a supervisor in the U.S. and they would comply. Now that I know it is the law - I will do it for sure anytime you call an 800 number for a credit card, banking, Verizon, health and other insurance, computer help desk, etc. 

If you find that you're talking to a foreign customer service representative and you do not understand the person you are talking to, please consider doing the following: 

After you connect and you realize that the customer service representative is not from the U.S.A. (you can always ask if you are not sure about the accent), please, 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 U.S.A.“ You will be immediately connected to a rep in the U.S.A. That’s the rule and the law. It takes less than one minute to have your call redirected to the USA. Tonight when I got redirected to a U.S. rep, I asked again to make sure - and yes, she was from Fort Lauderdale

Imagine what would happen if every US citizen insisted on talking to only U.S. phone reps from this day on. Imagine how that would ultimately impact the number of U.S. jobs that would need to be created ASAP. If I tell all my friends to consider this and you tell all your friends 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 representative. You may even get correct answers, good advice. and solutions to your problem - in real English.

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