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Train Wreck

Read all 'India' posts in Train Wreck

December 13, 2007 6:00 AM PST

Would you pay more for better service?

10 comments

I used to think customer service and technical support were givens: you either did it well or failed in business. After all, if you don't support your customers, what have you got?

Now I'm not so sure. The multiyear trend of outsourcing service calls--primarily to India--seems to have consumers endlessly frustrated. The big question is: does it matter?

Conventional wisdom says we're frustrated because American jobs are being outsourced. But anecdotal evidence from my own personal focus group suggests that we may have gotten over the outsourcing thing, only to hit a snag on the support itself not being up to snuff. ... Read more

Topics:: Strategy

Tags:: customer service,; technical support,; outsourcing,; India

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About Train Wreck

Steve Tobak is a marketing consultant and former chip industry executive. Train Wreck provides insight into dysfunctional corporate behavior, among other things. When he's not airing the industry's dirty laundry, Steve likes to hang around the house, make believe he's working, and drive his wife crazy. Find out more at www.invisor.net or email Steve at trainwreck@invisor.net. He is a member of the CNET Blog Network and is not an employee of CNET. Disclosure.

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