Why Is Good Telephone Customer Service So Hard To Find?

Have you ever tried to call up for customer support in the middle of the night? How about just in the middle of the day. You will be of excellent luck if after a long wait you find that the person on the other end of the phone will speak English in a way that can be well understood. Usually you will get someone with a heavy accent that can not speak English well enough that you do not want to reach through the phone and slap them silly. I know that I want to do that from time to time. How about right now, try calling Dell technical support. I dare you. Do you want to talk to Steve that sounds more like a character that works at the Kwiki Mart then a person that is there supposedly to help you? That would certainly make for a less that progressive method to get your issues completed.

But in that you have no guarantee to be sure. There are many companies that are worshipping only the decrease in costs that taking support services overseas will net you. But while there is a cost savings, it is at the cost of customer satisfaction. That satisfaction decreases in direct proportion to how long it takes to get an issue dealt with as well as the frustration level of the poor customer that has to make the call.

While there are more and more companies that are seeing overseas as a success move, and while I can agree we are getting to become more of a global community, the fact is I would like to be able to speak in my home language when I need to check my checking account or to get my Dell computer to boot up properly. These are things that are not continuing.

Yes I can see the cost savings, but if it is at the cost of customer satisfaction the cost savings are more than erased. That is something that everyone can see if they just look at it the proper way. It is not always easy to look at it that way, because corporations have to see to the riches of their stockholders. But some people need to say stop and look at the effect that giving sub-standard services is not the way to make happy customers. On thing your standard CEO and CFO do understands is that a lack of happy customers will lead to less customers. It is ten times harder to get a new customer then to keep the one they already have. And it is many times harder to get back a customer that has left with dissatisfaction in their hearts.

As a computer expert, I find that there are few times that I need to turn to any company for assistance with getting them to work the way I want them to work. This is something that I have been blessed with, for work, when not writing. I often assist technical support issues. I can hear in the voices of the customers how they get frustrated, and I can hear it in my own when I take up the call for when I am in need of assistance. It is human nature I am sure, but why make it harder if we do not have to make it so?

Add to this communications issues, and a simple problem becomes severe. Sure it is more expensive to create customer and technical support structures domestically, but at the same time, it is better for the customer involved. If for one would not have a job here in the states if my company had decided to outsource their technical support team. But the cost is still not as much, because we can be taught far easier with management right in the same building at the rest of the team. In the case of my international company, most of the company is in New York City. We need to me there or be close to there or we can not serve them well. We have all these people that work with us that are not trained as technical computer specialists. That is not their job, instead that is our job.

In the end, we need to serve the needs of the customers, because if we do not serve them, we just will not have them any more.

Thank you

TRGillette
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