May
13
Written by:
mary ellen thieroff
5/13/2008 10:13 AM
Posted by: Rebecca Light, Customer Service Manager
Many corporate companies today outsource customer service…
Example:
For computer technical support, you are more than likely to be calling a foreign country. The problem is understanding the voice behind the call. You don’t really feel that passion with a technical support person over a phone.
You spend minutes to an hour trouble shooting your computer issues just trying to resolve the computer problem. Half the time you need to have the support person repeat their instructions, because they are using computer lingo that you do not understand. Understanding that language is certainly a challenge.
Other challenges can also be caused by time zone differences, being disconnected or waiting on hold for a long time listening to horrible music to get a live person. And how often is it that you have explained your case to someone only to find out they can’t help you, and you now need to be transferred to another support person only to re-explain your issue again.
You’re not able to develop a true connection with this type of customer service. You really never establish a rapport if you’re always speaking with different people at different times for your support needs.
Now you have two issues: a computer you don’t understand and a support person you can’t understand. We, as people, need to feel a connection with the people we are trying to resolve our problems.
We have so many technical questions on a wide variety of items such as appliances, cars, windows and doors, and of course computers our main line of communication.
This can be frustrating and time consuming for everyone. Time is valuable to all of us.
Stay tuned for: “What’s in the Voice?”
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