I hate it when I call a US phone number for tech support from a US company, and my call gets routed outside the US to someone who barely speaks the language. What’s worse is when they think they are fluent and talk at about 300wpm, so I can’t understand a single syllable of what they are saying. The call ends up taking 10 times as long as it should, and leaves me frustrated, not entirely certain that we’ve reached a meeting of the minds, or that they even understood the problem. What does this do? It gives me a good reason to change to a different vendor.
I’m not alone. In fact, JD “Illiad” Frazer says it much better than I can, in ONI: LEARN TO COMMUNICATE CLEARLY YOU BLEEPING BLEEPITY BLEEP
I agree with JD: In my experience, most customer service screw-ups come from broken communications between the customer and the CSR.
Big Business, don’t you get it? Good Customer Service is what keeps your customers loyal. If you fail at this, you fail. Period.
