My internet connection broke this weekend. I called Qwest customer service and was connected to a customer service representative in the Philippines. He was very nice, cordial, and really wanted to help. But, a few things were broken in the communication:
- It is fine to source offshore services to places like the Philippines, India, and elsewhere. But, please learn how to speak English. I tried to speak proper, non-slang English to help the customer service representative, but the customer services representative still had a difficult time understanding.
- Learn to read the call notes. Doing this will help the customer feel like they are listened to and that there’s context in the conversation. Otherwise, the customer will feel frustrated, having to re-explain the wheel.
- Memorize Office or Service Hours. The customer service representative scheduled a service technician to visit us during hours when the dispatch was closed. Not good, but nice effort.
All in all, it wasn’t a bad service and now our internet connection is fine. Doing the above items will help to put your offshore strategy on the right track: Learn English, Memorize office hours, and Read call notes. That’s a good start.
But even more though, if Qwest wants to go the extra mile, is to relax its policies and allow the customer service reps to help in ways that actually add value to the customer. I know that relaxing its customer service policies is not easy, but often it is those policies that cause so much distrust and are at the root of terrible customer service.