Wednesday, December 26, 2012

800 calls

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...and it created 300 jobs. I know
this works because they were so bad that when India answered I wouldn't
even deal with them. 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
Any time you call an 800 number (for a credit card, banking, Verizon,
health and other insurance, computer help desk, etc) and you find that
you're talking to a foreign customer service representative (perhaps in
India , Philippines , etc), please consider doing the following:
After you connect and you realize that the customer service
representative is not from the USA (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 USA .."
That's the rule and the LAW.
It takes less than one minute to have your call re-directed to the USA .
Tonight when I got redirected to a USA 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 US phone reps from this day on.
Imagine how that would ultimately impact the number of US jobs that
would need to be created ASAP.
If I tell 10 people to consider this and you tell 10 people to consider
doing this - see what I becomes an exercise in viral marketing
Remember - the goal here is to restore jobs back here at home - not to
be abrupt or rude to a foreign phone rep. You may even get correct
answers, good advice, and solutions to your problem - in real English.

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