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Increasingly, American customer support people are being
laid off, with their jobs being replaced by computers and/or by
overseas operators.
If you have trouble understanding an overseas operator, first ask
the agent their name and agent id and write it down. Then tell them
you are having difficulty understanding them (be polite!) and ask to
be connected to a "second level" (or "tier 2" manager). The managers
are usually in the USA or at least they are usually better trained
with American accents.
If you can not get service from someone who
understands you, be sure to
let us know. If a company
repeatedly has hard to understand support representatives,
that company will get a bad rating and will be published
on our list of worst companies in the US.
See also the gethuman standard
for a description of how IVR should work, and
the consumer tip on using Spanish
operators to get to an English speaking operator. :-)
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