The Negative Effects of Offshoring Customer Service Essay

1641 Words Sep 26th, 2011 7 Pages
The Negative Effects 1

The Negative Effects of Offshoring Customer Service Com 120 December 1, 2009 Karen Halusek

The Negative Effects 2 The Negative Effects of Offshoring Customer Service She is very excited. She just came home with her brand new computer. She and her husband had been saving every extra dollar for quite some time and they were finally able to purchase the computer they had been wanting. They succeeded in getting it set up and excitedly turned it on but could not seem to run it correctly. She called the toll free customer support line, confident that they would have their new computer up and running in no time. The call was answered promptly but she could not
…show more content…
In the long run, it does not matter if a company can offer the lowest cost and most variety of widgets if they do not have the customers to buy them A dissatisfied customer will give their business to someone else. A company has an obligation to inform their consumers if they engage in offshoring customer service. It would be up to the consumer if they would like to continue doing business with that company; therefore taking a chance on iffy customer service; or if they would spend an extra dollar or two on a product from a company who does not offshore their customer service. Ignoring customer satisfaction by offshoring customer service is unethical (Weinstein, 2007). The language barrier is not the only thing standing in the way of receiving good customer service from offshore call centers. Many offshore call centers are in India and China. Most employees of these call centers have a working knowledge of English, but have no idea of the customs of the American people. To provide good customer service, company representatives have to be familiar with their customer base, not to mention possessing knowledge of the company and products they are representing. Employees at offshore call centers are not employees of the company they are representing; they are employees of the firm that a company has hired to provide customer service. They have no stake in how well the company does or what their customers think about them. How does handing someone

Related Documents