This is NOT against Customer Service Reps in India. They are doing their best with ridiculous corporate strategy. It IS against the apathetic heads of companies who expect those in India to adequately resolve U.S. based customer issues. It is a given that customers in the United States and Service Reps in India cannot properly communicate with each other due to differences in language, dialect and accent. The end result is customers feel they are not being understood which leads to negative perceptions of the company.
To me, the only clear message being communicated to customers is:
“This company couldn’t care less about our customer service and consequently our customers. Technically, all customers will be on their own unless they can learn how to speak slowly and clearly, frequently check for understanding, avoid idioms, be specific, be careful with jargon, define the basics of the business, and be patient. We would rather not service customers at all, but will offer the bare minimum to hopefully keep you off our back.”
I have a challenge: If the Senior Executives of Wells Fargo think everything is hunky-dory, then commit to all of their communications going through India for say… one week. Charlie wants to talk over an issue with Mike S? Talk to a random rep in India and then have that rep talk to Mike. Scott P wants to have a meeting with his people? Call a rep and then put that rep on a video conference with the employees to communicate Mike’s key points and then relay questions back to Mike. Just commit to one week and let’s see how well you think you are serving the bank’s customers.
Put your money where your mouth is.