We’ve recently had the opportunity to call India several times.
If you haven’t seen it already, I highly recommend watching the movie "Outsourced." It shed light on our nation’s customer support relationship with India and put humanity into those very frustrating calls for help to someone who doesn’t seem to speak the same language.
Since watching the movie I’ve appreciated listening to Ben’s side of his calls, which includes the casual question about where the person is, what time it is there and what is the weather like. I like this about Ben, he IS genuinely interested in the other person and it’s usually a friendly upbeat interaction.
His last call struck a chord that sticks with me. We got a new credit card and Ben wanted to verify the benefits of the card. She kept repeating the information she had (not her fault it was wrong), and even conferred with someone else in the office, it was getting frustrating. A little exasperated Ben broke in with his, “Where are you located?”
She flatly replied, “India” and clearly felt hurt, he didn’t mean it insultingly, but I think it came across that way. Her response reminded me of her humanness and my connection to her as I realized how that conversation must have felt. I can’t believe how easy it is to forget how we are all connected with feelings and emotions.
Ben thanked her for her help and hung up. We found another number that got him to someone in the Midwest who had the same information as in our paper work and a better understanding of how the card worked. I think it was really a limitation of her training that she wasn’t able to help us. We each said a prayer for her and I hope she forgives us for our misunderstanding.
On another amusing note, I once had to call E-Surance a couple of times and one time I got a person with a very thick accent. When I called back later and got an English speaker, I said, "Boy, I’m glad to get you, last time I got someone in India who barely spoke English," he laughed and said, “Oh it must be so-and-so, we only have one office here in California.” How embarrassing.