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When I started my career as a marketing executive I was most successful within my ethnic group . Even when interacting with people far away over the phone some cos have the policy of giving psedo names to the reps so that the customer understands that he is speaking in the same ethnic group.
Interacting with customers far away over the phone for the last10 years I have found a very strong tendency of customers not understanding unfavourable facts. That is u understand things only when u want to understand. As a quality analyst my current job is to look at communication draw back of agents. I have found a strange fact. The moment the customer is informed that the product was out of warranty and that he has to pay for support his response is I DO NOT UNDERSTAND U.
