Poor Customer Service

The customer service at even the most urbane of places often leaves a lot to be desired. The staff is either too intrusive or plain inattentive. Either they come across as over enthusiastic or plain arrogant. Why is it so difficult to strike the balance? Because the staff is unable to put themselves in the customers' shoes. They cannot visualize the mindset of yuppie professionals who stop by a Barista or Coffee Day. And how can they, for they are rarely educated beyond 10th grade, and in many cases, have moved in from semi-urban or rural areas. To make matters worse, the items on the menu are usually western imports, which even the clientele has trouble comprehending and pronouncing. This is precisely the problem faced by Indian callcenters. The service reps have to connect to an entirely different type of customer and it is not simply about speaking with an accent. The BPOs have realized this and are investing in training their staff on culture-specific matters. How long will it take for the coffee shops and restaurants to realize they need to do something similar?