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-   -   Awesome Nokia support (sarcasm alert) (https://talk.maemo.org/showthread.php?t=57374)

Texrat 2010-06-29 17:23
Re: Awesome Nokia support (sarcasm alert)
 
It would be nice if posters could consider upfront that few people here are going to look at this subject from extreme positions. That way we could avoid some pointless conflicts.

I doubt anyone in this discussion looks at this subject as black and white. It's a complex matter and the complexities must be considered for useful discussion.

andraeseus1 2010-06-29 17:23
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by oved_etzot (Post 734344)
I understand it's frustrating. But the US has always prided itself as being open to immigration. Should immigrants be barred from customer service because of their accents? Should they not be teachers, policemen, postal clerks? Should they only be trash collectors and supermarket baggers?
ummm.. yes and no kinda. i think "PEOPLE" with strong accents(immigrant or not) should be barred from any job which has a main focus on verbal communication. surely you can understand that right? in a answer to your question i think that job qualifications are more important here than someones immigrant status. who cares where your from or what race you are the thing here is can you or can you not do the job? and if you can not but you really want the job then you have to educate yourself on the responsibilities of that job ie: speaking the language to a reasonable degree.

another example i am going to get a mcse and ccna certifications. I am doign this because the job i want requires it. the people who will hire me dont care what race i am (at least they shouldnt but the world isnt perfect) all they care is weather or not i can do the job to a reasonable degree

Patroclo 2010-06-29 17:36
Re: Awesome Nokia support (sarcasm alert)
 
I mean that it should be right that the caller should learn the accents of the people working in the call center and not viceversa.

andraeseus1 2010-06-29 17:38
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by Patroclo (Post 734388)
I mean that it should be right that the caller should learn the accents of the people working in the call center and not viceversa.
well... we couldn't very well call that customer service now could we?

it would be more like customer service service lol

oved_etzot 2010-06-29 17:46
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by andraeseus1 (Post 734369)
ummm.. yes and no kinda. i think "PEOPLE" with strong accents(immigrant or not) should be barred from any job which has a main focus on verbal communication. surely you can understand that right? in a answer to your question i think that job qualifications are more important here than someones immigrant status. who cares where your from or what race you are the thing here is can you or can you not do the job? and if you can not but you really want the job then you have to educate yourself on the responsibilities of that job ie: speaking the language to a reasonable degree
All I'm saying is that we should all be a little more patient. And whoever was lucky enough to be born and raised and mature in one land without ever having to deal with the hardships of switching languages and countries, should try and thank his lucky stars for his good fortune and muster the patience not to be sarcastic about someone else's accent in an international forum.
And when you come to my corner of the globe and are clueless about what is going on a round you I will try and be nice too.:D

fms 2010-06-29 17:46
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by w00t (Post 734003)
Here's some advice, taken from personal experience. YMMV. ... Treat them like people. Ask them their name, feel free to chat with them a tiny bit, anything to lessen the monotony of their day. You'll find you often get a much more engaged and helpful response as a result, because surprisingly, bored people don't tend to function well.
That has been tried, obviously. It kinda works with US-based reps, although in a limited way. An Indian rep will continue following his script, no matter what kind of small talk you throw at him. The only effective way to deal with these people, that I have found, is to provide them with answers that make them "crash", i.e. reach a point in the script which says "transfer caller to the next level of support". After 2-3 iterations (and an hour or two of lost time) you may even get to someone who responds intelligently to your chitchat.

It is really sad that the customer service industry has come to this point. :(

Texrat 2010-06-29 18:05
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by oved_etzot (Post 734400)
All I'm saying is that we should all be a little more patient.
Try being patient when you're facilitating a crucial corporate infrastructure change at 3 AM in the morning and you cannot understand the person implementing the change, and vice versa. Try to be patient when your boss yells at you the next day for what went wrong.

That's just bad business. It's not good for anyone except the corporate bean counters who decided to pay someone less simply because they reside in another country.

Fatalsaint already raised that and it seems to be lost in the discussion...

fatalsaint 2010-06-29 18:15
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by Patroclo (Post 734388)
I mean that it should be right that the caller should learn the accents of the people working in the call center and not viceversa.
...........

I'm just gonna say "No."... and leave it at that. :rolleyes:

geneven 2010-06-29 18:16
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by fms (Post 734401)
That has been tried, obviously. It kinda works with US-based reps, although in a limited way. An Indian rep will continue following his script, no matter what kind of small talk you throw at him. The only effective way to deal with these people, that I have found, is to provide them with answers that make them "crash", i.e. reach a point in the script which says "transfer caller to the next level of support". After 2-3 iterations (and an hour or two of lost time) you may even get to someone who responds intelligently to your chitchat.

It is really sad that the customer service industry has come to this point. :(
I happen to know Indian reps who do deviate from scripts,so your generalization about them is false. I hired one of them, and he turned out to be one of the best techs I ever knew. (His name was Giri Singh, and he wears a turban.) I have known numerous Americans who stick to scripts like glue and keep parroting scripts even when they make no sense.

fms 2010-06-29 18:36
Re: Awesome Nokia support (sarcasm alert)
 
Quote:
Originally Posted by geneven (Post 734435)
I happen to know Indian reps who do deviate from scripts,so your generalization about them is false. I hired one of them, and he turned out to be one of the best techs I ever knew.
He probably hasn't been working in the bottom "tiers" of support hell though ;)


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