[Mishmash] FOX News Video: Got Your Number

[Hugh Gigante]

I earn at least part of my living conducting a management seminar called 
"Watching the Back Door" where I talk about companies who have such poor 
service and support they shove customers out the back door faster than they 
can bring them in the front.

One of the key causes is an assumption several years ago that you could 
script customer service and provide poorly trained people with a 
computer-driven sequence to take care of customer service issues.

Fast foward a couple of years and you take the design of that script away 
from customer service professionals , , ,as a result you have scripts today 
being written by Estonian programmers to be read by Indian service reps . . 
. and service levels even the Aflac duck could better without animation.

Hugh
----- Original Message ----- 
From: <fatkinson at mishmash.com>
To: "Mishmash" <mishmash at mishmash.net>
Sent: Wednesday, August 01, 2007 12:06 PM
Subject: Re: [Mishmash] FOX News Video: Got Your Number


>     It's even worse when it is clear that they are reading a script and
> don't really know anything about what you called to help.
>
>     Worse than that (and this is something I've frequently experienced)
> is when second or third level support gives you erroneous
> information.
>
>     As I've said before, 'Customer Service' is an oxymoron.
>
>     Regards,
>
>
>
>                                                 Fred
>
>> I agree with you Hugh.  It is totally aggravating to speak with someone 
>> on
>> the phone for technical advice on a new product or other and you can't
>> understand a word they say.  I realize they have to work like everyone
>> else,
>> but until they can communicate with us "foreigners"  they need to give
>> them
>> another position besides telephone work if most of their calls come from
>> the
>> US.
>>
>> Linda
>>
>> ----- Original Message -----
>> From: "Hugh Gigante" <hgigante at optonline.net>
>> To: "Mishmash" <mishmash at mishmash.net>
>> Sent: Wednesday, August 01, 2007 10:36 AM
>> Subject: Re: [Mishmash] FOX News Video: Got Your Number
>>
>>
>>>I refuse to speak with someone who has either limited knowledge of
>>> English,
>>> or speaks so poorly I have to embark on a translation process to
>>> understand
>>> them.
>>>
>>> I always ask for someone in the US, and then for someone who can
>>> actually
>>> speak. I've given up asking for someone who can understand content as
>>> they
>>> don't seem to exist.
>>>
>>> Hugh
>>> ----- Original Message -----
>>> From: "David Brown" <krasney at k-ow.net>
>>> To: "'Mishmash'" <mishmash at mishmash.net>
>>> Sent: Wednesday, August 01, 2007 8:17 AM
>>> Subject: Re: [Mishmash] FOX News Video: Got Your Number
>>>
>>>
>>>> English?  Gosh you want a lot :-)
>>>>
>>>> I get calls from Amex from time to time.  Usually when I don't pay the
>>>> bill.
>>>> They usually come with a strong accent and I normally ask them where
>>>> they
>>>> are.  The usual answer is India so I give them a roasting over their
>>>> cricket
>>>> team.  This usually breaks the ice.
>>>>
>>>> Not long ago I had to contact Foxtel, the local Australian cable TV
>>>> supplier.  The person on the phone had a delightful British accent so I
>>>> asked him where he was.  He said "Melbourne, we are a fully Australian
>>>> company".  I was so disappointed.
>>>>
>>>> Cheers
>>>>
>>>> David
>>>>
>>>>> -----Original Message-----
>>>>> From: Hugh Gigante
>>>>>
>>>>> I have two responses . . .one to ask that they transfer me to
>>>>> someone who speaks English (in most cases they barely do) or,
>>>>> to ask for their home number "because this is obviously
>>>>> important to you and I want to call you back while you are
>>>>> eating so we can discuss it".
>>>>>
>>>>> Hugh
>>>>
>>>>
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>>
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>
>
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