Post by: RHPConsult on June 14, 2007, 09:16:56 PM
Today, in the aftermath of my AEBS+ adventures (described in another TeeEss thread), I received an on-line survey from Apple about "the experience". I gave them top ratings in all dimension, then I added this free-response.
QUOTE
I spoke to 4 gentlemen over 2 days. All were patient polite, helpful, well-informed and articulate . . . . important to me since I am hearing impaired.
The last man, named Rosendo, was especially helpful. As a shareholder in Apple, Inc. I congratulate you on the decision to have "local" help centers, rather than trot off to South Asia (to save a few dollars) while sacrificing untold millions in customer satisfaction and good will. Like it or not, affirmative attitude and skilled articulation are real values in the "help" business, rapidily become commodified – to coin a term. Don't let some post-pubscent MBA from an outside consulting firm tell you how much better a South Asia contactor can do. NONSENSE.
This added response has additional background in my personal and recent experience. With GREAT alarm I have been noticing that my access to frequent flyer information at United Airlines is now being handled partially (and stupidly) from somewhere in South Asia. I'm an even better customer of United than of Apple. having flown several milliion miles with UAL over the past near-five decades, spending my firm's, my clients' and my own money to an amount I would estimate approximates two million dollars. In the last week I have had the misfortune to speak to 3 persons "at" United who were poorly trained, misinformed, impolite, one just-plain-rude, while also unable to give me important information I then needed. It was not until I demanded a "US AGENT" (something I gained from my Earthlink agonies of last winter) that I got a wonderful lady who I bet had been born in New Hampshire, to help. The last man, named Rosendo, was especially helpful. As a shareholder in Apple, Inc. I congratulate you on the decision to have "local" help centers, rather than trot off to South Asia (to save a few dollars) while sacrificing untold millions in customer satisfaction and good will. Like it or not, affirmative attitude and skilled articulation are real values in the "help" business, rapidily become commodified – to coin a term. Don't let some post-pubscent MBA from an outside consulting firm tell you how much better a South Asia contactor can do. NONSENSE.
I surmise that some 3d level suits, sitting in a windowless conference room in Chicago probably came up with this wonderful idea, which some nitwit up the ladder later approved. For shame! (Oh yes the UAL President is hearing from me!)
I sincerely hope that Apple does not fail prey to such siren songs.
Post by: sandbox on June 14, 2007, 11:01:30 PM
QUOTE
I surmise that some 3d level suits, sitting in a windowless conference room in Chicago probably came up with this wonderful idea, which some nitwit up the ladder later approved. For shame! (Oh yes the UAL President is hearing from me!)
A view from Delta’s Crown Room Club
From my window seat I suspect the pressure to utilize resources used by other transportation companies comes from the wallet. Blaming a these decisions on minor leaguers’ wouldn’t be an easy sell. Government Subsidies do not come without strings attached and when trade deals are contingent on “what can you do for me” a company in trouble, dependent on said subsidy will easily trade these positions in exchange for $$, which the government then trades for in their own negotiations with foreign lands in unrelated bargaining position.
Us- We want x from India
Them- India wants jobs
Us- We say “we have United on the hook for 40 billion and begging for more, can Indians answer a phone?
Them- But of course we can answer.
Us- Good, I’ll see that United concedes to giving you their service sector in the next pile of money we hand them.
Them- oh, tank-vu-vedy-mutch
Post by: Gregg on June 15, 2007, 07:29:05 AM
Post by: Highmac on June 15, 2007, 11:55:48 AM
On the subject of customer service, I nearly posted a classic "letter of complaint" here, but put it in the humour thread instead...
Post by: RHPConsult on June 15, 2007, 12:12:14 PM
If any frequent flyers out in TeeEssland know of any website that might be interested in these observations, please let me know.
Post by: Paddy on June 15, 2007, 03:52:01 PM
Survey: Users unhappy with PC call centers
Of course, I've had trouble understanding at least a couple of call center employees based in the US deep south...
Post by: RHPConsult on June 15, 2007, 05:32:48 PM
NetGear (in Asia) was the worst until Earthlink came along. I just lost-it with its stupid, stupid people. That's no exccuse for being badly selected, poorly trained and, worst of all, unsupervised. If a few US executives got themselves fired for not supervising contractors (in wherever) things might change. "Accent reduction" programs are something my clients have used in particular situations, for years. They're no mystery.
Knowing I'm going to speak to a South Asia "help desk" absolutely devastates me. Almost WITHOUT exception, they
- Speak far, far too rapidly for someone with impaired hearing (me) to discern even the simplest question/answer
- Repeatedly step on my tongue when I am trying to ask a specific question, while they have already predicted (frequently incorrectly) where I am going with my query
- Slavishly stick to their scripts, including prefacing absolutely every sentence with "OK (or all right) Reechaaaard"
- NEVER listen when I say, "I have impaired hearing, you must speak more slowly for me to understand". That's almost unicversally followed by their shouting into the handset, oblivious to my repeated pleaa – 4, 5, 6 times . . . really
- Are woefully unable to just give and answer without pausing, going off-linem , occasionally just disappearing
- Almost always tell lies when I ask for their name . . . I'm astounded how many Dwights, Jims, Janets, Toms, Sallys there are in Bengal . . .Oh suuuure
- the "technical" mistakes, miscues, lies that even I can recognize are the most disappointing . . . say anything, right or wrong must be in their Manual
My experience parallels the survey results. Bank operatives in my experience have been almost universally very, very good. US (and Canadian) help desks for Apple could teach most every computer firm some good and affirmative lessons. So, too, Logitech/Harmony, which has been first rate. Comcast has good policies and people, at least out here, since their call centers are local. I've always been delighted with United (>40 years, ferhevensakes), which is what so alarms me about my experience this past week.
Thank you so much, Paddy.