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Dumb Ass Stupid Management: Why Am I Talking to Someone in Manila?

Dumb Ass Stupid Management: Why Am I Talking to Someone in Manila?

In the zeal to save money irrespective of pissing off their best clients, companies continue to offshore support and service calls to Asia and people on phones with thick accents and no knowledge of idiomatic English, with a buzz in the background from colleagues trying to placate other already outraged customers. THIS is corporate greed, not prices so much as the unwillingness to try to be helpful to customers who have already paid and are now experiencing problems.

Add that to the automatic, automated, “We’re experiencing larger than usual call volume, and your expected wait time is 28 minutes,” It’s not larger than usual, it’s normal, and it’s caused by horrible communications and woefully untrained staff. If it’s at all possible, I try to stop doing business with that company, which is sometimes hard if it’s the manufacturer of the cars you’re driving.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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