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Originally Posted by ian@huth
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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Point taken, but I found when I was working on a support desk that I found that by what people were saying and how they were responding was a good way to guage how to deal with the call.
I certainly did not try to say that anyone coming here suddenly aquires new skills, but that people with english as there first language are better able to understand and deal accordingly with callers.
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Originally Posted by ian@huth
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.
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Yes you are correct, the point I was trying to convey was that with a good understanding of the english language, you would have the ability to pick up on wheather somebodfy was confused/not sure about your questions, thus possibly not giving you the correct answers.
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Originally Posted by ian@huth
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.
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I never mentioned there side of the story being as it happened, just how they reported it
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Originally Posted by ian@huth
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.
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I can argue with that, as that is human anture
