A discussion about business and marketing communications (or marcom).

In my post, ‘Is Outsourcing Helping or Hindering Customer Service?’  I talked about outsourcing and the need for more and continued training in learning how to effectively communication with the company’s customers and clients.  Again, I do not have a problem with offshore support; however I do have issues with their inability to communicate and think outside of the box.  I received a comment from Nat and he said, “Great post, I have had issues with Dell as well with their offshore support misunderstanding my issue.  I think outsourcing makes sense and is economical which will help bring costs down for everyone, but it still has ways to go in terms of quality.”  Yes it does Nat, and I believe strongly that the culprit is the communication barrier.   There has to be more training than the script.  Thanks for your comment Nat.