{"id":306,"date":"2007-01-22T11:39:34","date_gmt":"2007-01-22T18:39:34","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/306\/comment-on-qwest-customer-service"},"modified":"2014-10-24T23:41:13","modified_gmt":"2014-10-25T04:41:13","slug":"comment-on-qwest-customer-service","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/comment-on-qwest-customer-service\/306\/","title":{"rendered":"Comment on Qwest Customer Service"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p>My internet connection broke this weekend.\u00a0 I called Qwest customer service and was connected to a customer service representative in the Philippines.\u00a0 He was very nice, cordial, and really wanted to help.\u00a0 But, a few things were broken in the communication:<\/p>\n<ol>\n<li>It is fine to source offshore services to places like the Philippines, India, and elsewhere.\u00a0 But, please learn how to speak English.\u00a0 I tried to speak proper, non-slang English to help the customer service representative, but the customer services representative still had a difficult time understanding.<\/li>\n<li>Learn to read the call notes.\u00a0 Doing this will help the customer feel like they are listened to and that there&#8217;s context in the conversation.\u00a0 Otherwise, the customer will feel frustrated, having to re-explain the wheel.<\/li>\n<li>Memorize Office or Service Hours.\u00a0 The customer service representative scheduled a service technician to visit us during hours when the dispatch was closed.\u00a0 Not good, but nice effort.<\/li>\n<\/ol>\n<p>All in all, it wasn&#8217;t a bad service and now our internet connection is fine.\u00a0 Doing the above items will help to put your offshore strategy on the right track: Learn English, Memorize office hours, and Read call notes.\u00a0 That&#8217;s a good start.<\/p>\n<p>But even more though, if Qwest wants to go the extra mile, is to relax its policies and allow the customer service reps to help in ways that actually add value to the customer. I know that relaxing its customer service policies is not easy, but often it is those policies that cause so much distrust and are at the root of <a title=\"really bad customer service experiences\" href=\"https:\/\/staging.opexlearning.com\/resources\/customer-service-awkward-moments-live-human-busy\/11514\/\">terrible customer service<\/a>.<\/p>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>My internet connection broke this weekend.\u00a0 I called Qwest customer service and was connected to a customer service representative in the Philippines.\u00a0 He was very nice, cordial, and really wanted to help.\u00a0 But, a few things were broken in the communication: It is fine to source offshore services to places like the Philippines, India, and [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":10999,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[138],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - 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