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2010-06-29
, 17:23
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Posts: 446 |
Thanked: 79 times |
Joined on Mar 2010
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#52
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Originally Posted by oved_etzot
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.
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?
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
Last edited by andraeseus1; 2010-06-29 at 17:28.
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2010-06-29
, 17:36
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Posts: 275 |
Thanked: 46 times |
Joined on Feb 2010
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#53
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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.
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2010-06-29
, 17:38
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Posts: 446 |
Thanked: 79 times |
Joined on Mar 2010
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#54
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Originally Posted by Patroclo
well... we couldn't very well call that customer service now could we?
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.
it would be more like customer service service lol
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2010-06-29
, 17:46
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Posts: 89 |
Thanked: 31 times |
Joined on Mar 2010
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#55
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Originally Posted by andraeseus1
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.
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
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.
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2010-06-29
, 17:46
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Posts: 1,418 |
Thanked: 1,541 times |
Joined on Feb 2008
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#56
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Originally Posted by w00t
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.
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.
It is really sad that the customer service industry has come to this point.
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2010-06-29
, 18:05
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Posts: 11,700 |
Thanked: 10,045 times |
Joined on Jun 2006
@ North Texas, USA
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#57
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Originally Posted by oved_etzot
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.
All I'm saying is that we should all be a little more patient.
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...
__________________
Nokia Developer Champion
Different <> Wrong | Listen - Judgment = Progress | People + Trust = Success
My personal site: http://texrat.net
Nokia Developer Champion
Different <> Wrong | Listen - Judgment = Progress | People + Trust = Success
My personal site: http://texrat.net
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2010-06-29
, 18:15
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Posts: 3,428 |
Thanked: 2,856 times |
Joined on Jul 2008
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#58
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Originally Posted by Patroclo
...........
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.
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2010-06-29
, 18:16
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Posts: 5,795 |
Thanked: 3,151 times |
Joined on Feb 2007
@ Agoura Hills Calif
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#59
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Originally Posted by fms
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.
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.
__________________
All I want is 40 acres, a mule, and Xterm.
All I want is 40 acres, a mule, and Xterm.
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2010-06-29
, 18:36
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Posts: 1,418 |
Thanked: 1,541 times |
Joined on Feb 2008
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#60
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Originally Posted by geneven
He probably hasn't been working in the bottom "tiers" of support hell though
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.
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.
Nokia Developer Champion
Different <> Wrong | Listen - Judgment = Progress | People + Trust = Success
My personal site: http://texrat.net