Executive Briefings

Hello, This Is Your Customer Service Rep ... and I Love You

Here's a great anecdote: At one international call center, an agent was discovered to be ending each customer call with the words "I love you." When his supervisor finally intervened and asked him for an explanation, he stated that he had wanted to show customers that he cared. Which is great.
However, most North American customers don't really enjoy spontaneous confessions of love by strange customer service representatives. Culture mismatch is one of the many reasons why a lot of offshore outsourcing projects don't succeed.
Source: CRM Buyer, http://crmbuyer.com

Here's a great anecdote: At one international call center, an agent was discovered to be ending each customer call with the words "I love you." When his supervisor finally intervened and asked him for an explanation, he stated that he had wanted to show customers that he cared. Which is great.
However, most North American customers don't really enjoy spontaneous confessions of love by strange customer service representatives. Culture mismatch is one of the many reasons why a lot of offshore outsourcing projects don't succeed.
Source: CRM Buyer, http://crmbuyer.com