Contents
Acknowledgments ix
Foreword by J. P. Singh, Ph.D. xi
Introduction 1
Author’s Note 7
Part I: Global
Call Centers: The Customer Experience
Chapter 1:
Outsourcing and Offshoring 11
Efficiency at the Core 11
Outsourcing versus Offshoring 12
Call Center Offshoring: When Did
It Begin? 14
The Current State of the Industry
17
Economic and Political Impact of
Offshoring 19
Human Consequences and Public
Relations 25
Chapter 2: The
Customer Experience Dilemma 29
Culture and the Customer
Experience 31
Deny Thy Culture 35
Achieving Integrity with
Nonverbal Communication 36
The Silent Causes of
Miscommunication 38
Conflict and How We Deal with It
47
Chapter 3:
Understanding the Media of Interaction 53
The Limits of Telephone
Interaction 54
The Ability to Speak Clearly 56
The Importance of Reflective
Listening 56
Written Communication: Avoiding the Service Call 58
Ambiguities in Cultural Variables
134
Following the Sun 136
How to Use Part III 138
Chapter 8:
English-Language Customer Service 143
India 145
Ireland 148
United Kingdom 151
United States 153
Canada 155
Australia 156
Chapter 9:
Spanish-Language Customer Service 159
Mexico 161
Spain 163
Chapter 10:
European Cultures and Customer Service Options 167
Belgium 168
Denmark 170
France 172
Germany 175
Italy 177
Netherlands 179
Sweden 181
Chapter 11:
Asian Cultures and Customer Service Options 185
China 186
Japan 189
Singapore 191
Conclusion 195
References 197
Index 201Click Here For Download Free
