Now, I have always prided myself on my lack of prejudice and my acceptance of all people no matter where they are from, their color, their religion, their sexual orientation, etc. I am intolerant only of those who are intolerant. I was brought up to believe that you didn’t have to like everyone—that you could, indeed, hate someone, as long as that individual deserved it. The key point is that you make decisions about individuals, not about people as a group. So I have always been slightly ashamed of how adverse I am to dealing with foreign customer service agents.
Sometimes I would wonder, why am I being so jingoistic? What’s happened to me? When did I turn into such a bigoted bitch? But something clicked last week when dealing with a Philippines-based customer service rep from Dell.
There seem to be three areas where offshore CSRs have trouble connecting to the U.S. customer base: