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Originally Posted by Millay
I think a lot of the problem with the script, and the indian employees limited english, is they cannot use normal communication tecniques to help solve a problem, IE A brisitsh support worker can normally guage someones age and ability through there voice patterns, language use etc... Allowing the CS bod to focus on different things.. IE ensuring there running just supplied kit.
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I doubt that any support worker can guage age and ability through voice patterns, etc. Does an Indian moving here from India suddenly acquire new abilities? Some people have good communication skills, others don't on both customer and company sides. Just look at some of the posts on these forums and tell me that all British posters have good communication skills.
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Originally Posted by Millay
I had a customer phone me the other day who said the indian call centre had told him to return his PC to the shop, as it wasnt accpeting his IP.
Infact the problem was he has a router between his cable modem and computer. reboot of the router and all was solved.
I think this may have been avoided if the Customer Service bod had been able to leave the script a little and start enquiring about the user set up..
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A properly written script would ask the relevent questions about set up, etc. Adhering to the script should ensure the correct question are asked but deviating from it could lead to vital questions being missed.
You can never be sure when talking to someone about a prior support call what has actually transpired. If a satisfactory conclusion is not reached then the customer may blame everything and everybody but himself.
Quite a lot of people can become very aggressive when things are going wrong and their attitude can have a bearing on the ultimate result. Customer service agents can also have an attitude brought about by things outside of work just as much as things within work. They may just want to get you off the phone and tell you anything to make that easier to do. That applies to employees of call centres worldwide, not just India based.