Customer Services is a Great American Virtue

I am sure many of you had the experience of calling customer services, then realized that the call is being answered by someone in India, Philippine, or some other remote places. And I am sure that many of you can tell immediately that the calls were off-shored.

I work in the customer services business, so I know the technology, the infrastructure, the operation, and most importantly, the business rational for moving customer services operation to low-cost region. I understand all that. I have many colleagues over there. I have visited there. But this is not to demean those working at call-centers in India but simply to share my experience, just this morning, calling multiple services center, which all happened to be in the U.S.

First, I called IDS Property Casualty Insurance Company regarding my auto and home insurance. I talked to two ladies and both are extremely friendly and helpful. I made an addition, some modification, got a quote, and explore some options for saving on my policies. Not a moment that I felt mistreated or troublesome. They were as nice as I could possibly felt, and so friendly that I needed to thank them before I hung up.

Next, I called a Meriwest Credit Union regarding a loan. The lady sounds Asian and definitely a US ascent. All I wanted was the rate and a few question. Again, she answered professionally, friendly, and at no point pressuring me into acting immediately.

Next, I called Verizon Wireless regarding controlling messaging feature, which I used to be able to do on the web but somehow can't. Once again, the lady came on and gladly proceed to help. Apparently she had somewhat of the same trouble I had but she has others ways to control my accounts that I can't. While she worked through it, we had a little chat and full understood and emphasize why I did what I did.

All in all, I talked to four customer services reps this morning. Amazingly, all four calls were phenomenal. To me, that is a Great American Virtue. We understand customer services better than anyone, and best of all, we deliver a wonderful experience. Yes, some companies would move their call-center to India and have a Indian ladies called herself Mary and answered our calls. Guess what, I can tell and I am sure many of you can also. I am glad and happy to do business with companies that hire the wonderful Americans to service the fellow Americans. And continue to deliver exceptional services.