Outsourcing to India-grrrrr

[ForeverRoses]

Originally Posted by AlphaFrog

Yep. And really, how many times when the person says, "Hello, my name is Joubion, can I help you today?" are you actually going to say, "Well, Joubion, my problem is...". I don't think I've EVER addressed a CSRep by their "name".

I never really paid attention to names of the customer service reps until recently. Then I had a dispute on my credit cardthat was supposed to be resolved (as told to me by "Jennifer"), but then the charge was back on the bill the next month plus a service fee. Well, when I called back I could tell them who I spoke to (I had doodled the name on the bill while I was on the phone) and it was taken care of very quickly. Now I always write the name down as well as the time and date.

[AlphaFrog]

Originally Posted by ForeverRoses

I never really paid attention to names of the customer service reps until recently. Then I had a dispute on my credit cardthat was supposed to be resolved (as told to me by "Jennifer"), but then the charge was back on the bill the next month plus a service fee. Well, when I called back I could tell them who I spoke to (I had doodled the name on the bill while I was on the phone) and it was taken care of very quickly. Now I always write the name down as well as the time and date.

I think most credit card companies and such have the same type of system as I did when I temped at a Credit Card Counseling Service. When they type your account number and bring up your account, it shows all of the credit activities and payments, as well as a log of your phone calls. When "Jennifer" talks to you, she will Timestamp your account and type in the highlights of your conversation. So, when you call the next time, the rep can see all of your activity and all of the phone calls you've ever made. Normally, when they say "Give me just a minute to bring up your account", they are actually taking that "minute" to quickly review the information from your last few calls, especially if the calls were recent.

[ForeverRoses]

^^^
I know they probably have a log of my calls, but I want them to know that I also know when I called and who I talked to. That way they can't lie and say they don't know what I am talking about! I've developed trust issues with call centers!

Which reminds me-- my sister sent me a Christmas gift from Amazon.com. When I opened the box the gift was there, plus another toy that was not on the packing slip and wasn't ordered by my sister. I assume the order filler messed up and gave me an item from someone else's order. I reallly don't feel like messing around with a call center to explain what happened-- or trudging to UPS to send it back!

[Kevin]

I called tech support a couple of days ago for something to do with my xbox360. I hadn't registered the system yet, so I did that. I gave my street info, city, then she asked me what "region" I lived in.

Region questions are very confusing to Oklahomans. We're not exactly a part of any particular region, so I asked her what she meant by "region."

The poor girl hazarded a guess -- that Oklahoma is in California.

I had to explain to her that no... Oklahoma is a state. In the United States, there are 50 separate states. That Oklahoma is just like Texas and California -- a state. I explained that if she click on the drop down menu by city, there would be a list of two-letter codes and that she should choose the letters "OK."

It got really interesting when I had to explain to her that I lived in a city called "Oklahoma City" in the state of Oklahoma. That was apparently very confusing.

[33girl]

Originally Posted by Kevin

I called tech support a couple of days ago for something to do with my xbox360. I hadn't registered the system yet, so I did that. I gave my street info, city, then she asked me what "region" I lived in.

Region questions are very confusing to Oklahomans. We're not exactly a part of any particular region, so I asked her what she meant by "region."

The poor girl hazarded a guess -- that Oklahoma is in California.

I had to explain to her that no... Oklahoma is a state. In the United States, there are 50 separate states. That Oklahoma is just like Texas and California -- a state. I explained that if she click on the drop down menu by city, there would be a list of two-letter codes and that she should choose the letters "OK."

It got really interesting when I had to explain to her that I lived in a city called "Oklahoma City" in the state of Oklahoma. That was apparently very confusing.

If she gets a call from someone in Indiana, PA she'll probably stab herself in the eye.

[sageofages]

Originally Posted by 33girl

If she gets a call from someone in Indiana, PA she'll probably stab herself in the eye.

and let's try Madrid, IA, or Nevada, IA or London, OH or how about Versailles, OH.

Not even going into the multiples of Springfields, Bloomingtons, heck my little town of Indianola, IA has sister cities in at least Washington State, Pennsylvania, Mississippi, and Texas.

Our country boggles the unknowing mind...

[AOIIalum]

Originally Posted by Kevin

It got really interesting when I had to explain to her that I lived in a city called "Oklahoma City" in the state of Oklahoma. That was apparently very confusing.

I hope you were able to get your problem resolved after all of that!