Why isn't Discover on top?

[haulingthescoreup]

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@Anonymous wrote:
What I like about Discover CSR too, was someone that I could understand and calls are not routed to some place foreign. English is my second language and its kind of hard to comprehend other Englishes that I am not accustomed to.

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Good point!

When people grump about trying to understand accents, they might want to think that it can be even tougher for others.

[Anonymous]

Discover actually tells you which state the call center is at before you're connected to a csr. Thats why Amex is also at the top with customer service. They don't outsource their customer services.

Many times the foreign csr do not know how to speak in a tone that we can relate to. I know I had this problem when I first came to the U.S. long time ago and many people perceived me as being rude.

Now I've learned how to control my tone and I catch the same problem with the foreign CSR.

Example is a "No" from a domestic call center sounds more apologetic and sympathetic; and a "No" from a foreign call center sounds cold and heartless.

Probably because it is recited from a list of rejection quotes but maybe a little change in the highs and lows of the voice may do the trick. Just my $0.02

Message Edited by Solarjuju on 04-26-2008 10:12 AM

[Scamp]

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Solarjuju wrote:
What I like about Discover CSR too, was someone that I could understand and calls are not routed to some place foreign. English is my second language and its kind of hard to comprehend other Englishes that I am not accustomed to.

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SJ, English is my first language, but I have an embarrassingly bad ear for accents and probably have almost as hard a time with foreign call centers as you do.  So don't feel too bad when you struggle! 

[Anonymous]

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@scapegrace13 wrote:

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@Anonymous wrote:
What I like about Discover CSR too, was someone that I could understand and calls are not routed to some place foreign. English is my second language and its kind of hard to comprehend other Englishes that I am not accustomed to.

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SJ, English is my first language, but I have an embarrassingly bad ear for accents and probably have almost as hard a time with foreign call centers as you do. So don't feel too bad when you struggle!

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I live in California and come across different accents all day because I am also in customer service, still I have the most difficult times understanding people with accents over the phone.

I am weired, I have look at the person's face to understand what they're saying. lol...

[Scamp]

I am weired, I have look at the person's face to understand what they're saying. lol...

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Not weird! lol.  I do the same thing!    I always understand my overseas friends much more easily when I talk to them in person.

[Anonymous]

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@scapegrace13 wrote:

I am weired, I have look at the person's face to understand what they're saying. lol...

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Not weird! lol. I do the same thing! I always understand my overseas friends much more easily when I talk to them in person.

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There's others out there like me!? JK

...lol

[MidnightVoice]

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haulingthescoreup wrote:

When people grump about trying to understand accents, they might want to think that it can be even tougher for others.

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I can't understand any of you furriners. 

[Anonymous]

Ok i am going to agree here with all the good things said about discover CSRS. I had a great experiance talking with and activating my card. It was a bit funny because the woman i got must have been new to the work because she tripped over her line a lot but i let her finish and she was so nice about everything.

As for speaking with people with english as a second language i have never had a problem understanding a multitude of differant languages. I worked in a big hospital with lots of differant patients calling and coming in and asking for things while on vacation. I was the person always given the phone when my co workers could not understand what they were asking. I have found that a lot of people have a great deal of trouble with the creole accent and jamaican accent. Oh and the scottish accent was a fun one too!

[creditninja9000]

Well it it has nothing to do with foreigners or where the call is coming/going from, I don't mind accent or anything, I just appreciate a CSR that understands what I need, and how to communicate with me. A lot of the times the problem comes when someone who doesn't speak english well needs to say something and they aren't sure how to say it. They end up stumbling and so what they say comes out making no sense.

I do commend them for trying though, at my job a lot of spanish speakers come up to me......assuming I speak spanish....(I guess I look like I do?) and I do speak some spanish and I'm not fluent, and I try and sometimes its good, sometimes not. The difference between the two is if I really can't help them, I'm eager to get someone who can because I want to make sure they leave happy. Half the time at these call centers, they aren't willing to transfer you or will want to know why. I've had to tell a CSR in a nice way, because I wasn't angry yet, can I speak to your manager because I'm having a hard time understanding you, and I'm not sure if you understand me.....

Anyway I like that they tell you where the call is going too.