Comment by Sophira
8 hours ago
On the one hand, I agree with you, and your reasoning is self-evident IMO.
On the other, too many customers are complete racist dicks to people who they perceive as not "belonging to their country". I... don't think this is the solution to that problem (people will just start applying their racist views elsewhere), but it could be argued by some that it might help.
I'm still against this, don't get me wrong - we absolutely should not be doing this to anybody. I can understand the appeal, though.
Or perhaps you treat the customer support workers as humans instead of worker drones and give them the agency to terminate the call when they are getting abused, with the contracts of repeat offenders getting terminated?
> On the other, too many customers are complete racist dicks to people who they perceive as not "belonging to their country"
nunez alluded to the reason why people will do that. And no, it's not racist in the way you're trying to frame it.
The callers are angry that they're being forced to talk with people which don't even speak their language well enough for it to be a non-issue. Despite being paying customers.
Because the company had a genius MBA which wanted a bigger bonus, so they outsourced/offshored it.
These workers may not deserve this treatment, but it's completely understandable - and the foreign workers ARE the representative of the company doing this shit. And thus... Framing this behavior as racism will not help your message whatsoever.
Would the cuwotmers also be willing to pay 2x the price for the product or service? These decisions do not happen in a vacuum.
What a strawman
1. The price would not be double. It'd be at most a marginal change. No company I've ever seen has more the a single digit percentage of their revenue in customer service
2. The customer was never given the decision wherever theyd be willing to pay ~1-5% more for better service, hence entirely useless to discuss
3. How the hell do you think that makes the people calling customer service racist? Or was my comment to challenging for you to read and comprehend?
Not sure why you're being downvoted but this is the truth if you live in a western country (probably other countries too but I have never lived outside of a non-Western country).