Another Retro post – re-posted here from another blog I had

I am posting this because it “sprinkled” here in San Antonio for the first time in a LONG time – and my cable started acting up. Cable should NOT screw up because of rain! So I called Time-Warner, and again got India. I didn’t talk to India long, but the experience reminded me of this post, so I am sharing it here now (since this is a bit different of an audience).

Sorry for the re-runs – but I’ve inundated you with enough personal stuff lately that I thought it might be a good change of pace.

I have several new tech entries in the works that I hope to finish in the next couple days, as well as an update for The Learning Locker. I’ll get them all done when I find the time to finish them. It’s amazing how phone calls, IMs and emails (and LIFE!) can mess with your planned day – even when you are basically “unemployed”!

June 30

How to avoid talking to tech support in <insert a “don’t speak my language” country here>

After spending way too much time dealing with inefficient off-shored customer support, I have the following tips in how to avoid them and how to talk to a “local” CSR (Customer Support Representative):

  • If the company offers 24/7 customer support, call at 3 or 5 am your time – call when the off-shored companies are sleeping. Yes, some companies offshore support 24/7, but most (in my experience) don’t. If you call while those who don’t speak your language sleep, the odds are better that you will get someone “local”.
  • If you *must* speak to an off-shored CSR because there is no alternative then calling them, then call them — and immediately ask for a local CSR. The off-shored CSR gets dinged if they spend time talking with you before they have to transfer you – but they don’t get dinged as bad if you immediately ask for someone “local”.
  • If you call and get a CSR that you cannot understand, don’t waste your time – hang up and call back. Chances are you will get someone else. Maybe they have better skills in your language.
  • Once you DO talk to someone in local support – ask them for a direct number to the local CSR – I’ve had a great deal of luck with this approach (actually, in every instance I have asked for a local number, I have been given one).

Whatever you do, please don’t take out your frustration on the off-shored CSR – chances are they make a fraction of your income, and they really are usually trying to help you. Direct your frustrations on the companies that don’t care enough about their customers to provide a reasonable customer service experience.