Why is it that when you call customer service, the person you need most to understand you doesn't seem to have a clue what you're asking them for?
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ANSWERS: 11
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Because it's not enough that the company's worthless products broke down on us... we also have to go through being royally abused by their representatives. The calls are not monitored for quality assurance. The calls are monitored so that they can listen to the conversations and get a good laugh during company meetings ;)
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Maybe because they are new they do not know the answer to every single question under the sun. When you work in customer service you are not always given the answers to everything that the customer may ask. If you are frustrated, im sure that they are feeling the same way as they cannot help you. Or it may not be that they cannot help you, it may be that there is a lot of red tape involved in order to do what you are asking..
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I think the companies like to put it as advertising. Ohh! We have customer service. Then what happens after that - who cares - it's your problem!!
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Add an accent that you can't understand on to your most important account information and there you have the American business connundrum in a nutshell. Who wants to do business with people that compromise your most private account information on a global scale and offer absolutely no service for your time and money, and what you do get, you can't navigate due to a language barrier that you are made to feel is YOUR fault. It sucks! Buy American!
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Oh my goodness yes. Sometimes products screw up, thats okay but when i call and they're in India, and English is NOT their first language - - that ticks me off so bad. Then after talking to them for an hour, you still haven't gotten the information you want and you're stuck with a product you cant work, or is broken.
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i had to talk to five different people, then the fifth person said i didnt need to get it fixed.
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this is the ultimate suck job, you are talking to somebody who has been on the job for less than a week with no training and is only there to slow your access to supervisors who still cannot help you
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Because of this: http://www.rotten.com/library/culture/indian-call-centers/
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Because they are in India or some other country and have been outsourced from an American company. The product was made in Communist China and the person in India has never seen the product and English is their secon Language.
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This probably happens because some companies do not consider customer service a high priority.
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The customer service is normally handled by an out sourcing agency and they sit with the computer screens open in front of them and a phone and have to answer many people.These are no way connected to the parent company so their knowledge base is very poor hence the replies are vague.You may ask for the senior person on duty but you have to be ready for another round of vague answers. I know it is frustrating!
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