Dealing with China’s finest “customer service” people
We’ve all been here long enough to have experienced rude service, be it in a restaurant, bar, or even on the street. I’ve had friends blow their tops at times, and I can totally empathize. I’m known as one of the most patient people around, but even I can barely stand it.
(I am having problems, behind the GFW, linking to other sites. For more on poor customer service, check out this post on Sinocidal: http://sinocidal.com/2007/07/18/dr-ni-dul-dik/).
As a PR person in Beijing, it often falls upon me to touch base with some of the larger corporate organizations. We are currently updating our client list ahead of an event planned in August. We hope to invite several companies to take part, and thus, need to ensure we have the correct names, phone numbers, email addresses, etc of the representatives we are dealing with.
Now, in other countries (seemingly ANY country other than China) the process is simple. Call up a business. Ask who an invite should be sent to. Get a fax number. This is not difficult. But remember, that’s in other countries.
I recently called ABB China (http://abb.com.cn) because the former President had recently resigned. We needed to update our files with the new President’s name. We already have general email addresses and fax numbers… all we needed was the name. The conversation went as follows:
Cam: Hi, I’m calling on behalf of (organization). I’m wondering if you can give us the name of your President?
Operator: No. What is the name?
Cam: I’m not sure… that’s why I’m asking you.
Operator: If you do not have the name, I can’t transfer you.
Cam: I don’t need to be transferred, actually. I’m just wondering if you have the name of the new President.
Operator: If you do not have the name, I can’t transfer you.
Cam: I understand. Can I talk to your manager?
Operator: No. If you don’t have the name, I can’t transfer you.
Cam: I can’t talk to your manager?
Operator: No. If you don’t have the name, I can’t transfer you.
Cam: Can I please get your name?
Operator: No.
Cam: Please give me your name.
Operator: No. Goodbye. *click*
I hung up ready to throw the phone against the wall. The operator was unhelpful, rude, and worse, condescending. My colleague looked at me. “It didn’t go well,” I said. He had tried calling ABB China before, and I couldn’t figure out why he was having so much trouble getting a simple name. “That’s how China is,” he responded.
Yes, “that’s how China is.” It’s the response we all hear, everyday, when something goes wrong. The fact that we actually accept this as a reasonable excuse is absurd. Rude behaviour should not be condoned in any culture, in any place, or any language. Even if she did not want to give me any names, she could’ve been much, much more helpful in explaining why and perhaps transferring my call to someone else who could’ve helped. I could practically see her playing solitaire on her computer and being annoyed that someone had the gall to phone and disrupt her leisure time.
I have named ABB China because it’s time that these organizations understand their customer service will hurt their reputations. I know everyone’s had experiences like these, probably numerous times. Me too, and 99% of the time I let it roll off my back and think “this is how China is.” Well, that’s too easy.
That excuse shouldn’t be good enough.
I guess the reverse would be when random Chinese men telephone your mobile at night, shout “WEI” half a dozen times, and then demand to know who you are. That always gets me to hang up the phone straight away.
Comment by Meursault — July 18, 2007 @ 10:18 pm
i can only say the operator pretty stupid.*_* he should change his thinking method.
Comment by Josephine — July 25, 2007 @ 5:03 pm
RE: PURCHASE OF PROPERTY
Dear,
Based on strong recommendation about your profile by a
confidant, I have therefore decided to vest unto you a
mandatory Power of Attorney on my proposed purchase of
some property in your country. Against the back-drop,
you are to conduct negotiation on my behalf towards
this conceived aspiration of real estate investment. I
am a serving Minister in London and has secured a
tangible amount of money for my retiring age. It is
however, in the custody of a security firm.
The purchase of the property will run in two folds but
within the same period namely;
(a) A two wing Duplex with car-park fenced round
and it is for residential purposes.
(b) One acre of a virgin Land for the construction
of a 3 – Star Hotel which is to be sited in prime
location and at the centre of commerce. More so, my
attorney advised that they must possess good title
such that to be free from every form of encumbrance,
whilst my non indigence status not-withstanding.
I shall be most exceedingly glad if you would assist
me to realize this noble objective in the shortest
possible period. Please, you should endeavor to take
special interest during the process of negotiation to
strike ideal bargain with the vendor/their agents.
This will ensure that the prizes struck are in
consonance with the current market value of the choice
property. Other chargeable fees such as taxes,
commission, must be precisely stated. Above all, your
interest will be fully taken care of too. Certainly,
you should clearly indicate mode of payment as may be
preferred by the Vendor/their Agents, since everything
has been put in place for immediate execution.
I’ve assigned Mr. adjapata andré, my attorney at law to
conclude and further arrange all procedures for
procurement of properties. Further contact should be
addressed to him by email on
(adjapata@katamail.com)
Kindest regards,
Ben Winehouse.
(For On behalf of the Hon. Minister)
Comment by ben wine house — September 13, 2007 @ 6:43 pm