Comments on: Hating customer service http://blackinformant.wordpress.com/2005/04/29/hating-customer-service/ African-American culture, news commentary, politics Sun, 06 Jul 2008 07:28:32 +0000 http://wordpress.org/?v=MU By: Steven J. Kelso Sr. http://blackinformant.wordpress.com/2005/04/29/hating-customer-service/#comment-8229 Steven J. Kelso Sr. Fri, 29 Apr 2005 21:38:36 +0000 /?p=687#comment-8229 This is a aspect of globalazation that I can do without! This is a aspect of globalazation that I can do without!

]]> By: EG http://blackinformant.wordpress.com/2005/04/29/hating-customer-service/#comment-8228 EG Fri, 29 Apr 2005 18:25:59 +0000 /?p=687#comment-8228 This CSR problem is not only related to foreign accents or location. I had a cable modem problem for nearly one month. I would call the local number, get a CSR to told me to re-boot my PC ('I have four PCs. What about my router? uh ... what's a router?'). there were several missed appointments which I forced a refund for lost time, thinking that would get good service. Finally, one CSR said, it's not your problem; I see signal loss in the wires. What's that? Someone who looks at the screen and not the trouble-shooting guide? The tech came out, re-wired the connection and no problems. Tech companies have attempted to go support on the cheap for years. Simple problems can go to the low-level support staff but companies need the ability to swing more technical people into solving problems. And not only Dell is returning the CSR jobs back due to customer complaints. More situations like Citibank faced (employees in India getting account numbers and almost stealing over $200K) will awaken the profit-driven accountants as to what globalization really cost. This CSR problem is not only related to foreign accents or location. I had a cable modem problem for nearly one month. I would call the local number, get a CSR to told me to re-boot my PC (’I have four PCs. What about my router? uh … what’s a router?’). there were several missed appointments which I forced a refund for lost time, thinking that would get good service. Finally, one CSR said, it’s not your problem; I see signal loss in the wires. What’s that? Someone who looks at the screen and not the trouble-shooting guide?

The tech came out, re-wired the connection and no problems.

Tech companies have attempted to go support on the cheap for years. Simple problems can go to the low-level support staff but companies need the ability to swing more technical people into solving problems.

And not only Dell is returning the CSR jobs back due to customer complaints. More situations like Citibank faced (employees in India getting account numbers and almost stealing over $200K) will awaken the profit-driven accountants as to what globalization really cost.

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