Business Services Industry
More outsourcing woes
Chief Executive, The, June, 2004 by Gerald Shields
I sympathize with Gunther Karger, whose May letter ("Outsourcing Backlash") described his frustration in dealing with Dell's customer-service line.
I was given a Palm PDA for Christmas by my son, who is intent on dragging me into the 21st century technologically. I had immediate difficulty, and dealing with Palm's customer service people was immensely frustrating, especially trying to discuss my problem with someone for whom English was a second language. After several phone calls and failed promises, I finally got a response from the corporate office.
If U.S. companies are going to continue to outsource customer service overseas, they have an obligation to monitor the performance of their outsourcers by personally placing occasional service calls to them.
Gerald Shields
Chairman/CEO
Graymills Corp.
Chicago
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