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Customers happier with Taiwan-based service calls: firms

Customers happier with Taiwan-based service calls: firms

Taipei, April 5 (CNA) A number of companies in Taiwan have won the hearts of local customers by relocating their customer services from China to Taiwan, a local newspaper said Monday.
"Customers have many technical problems with Canon's digital cameras and it is easier to communicate with them through the customer service system being set up in Taiwan, " Jesse Su, a senior general manager at Canon Taiwan, told Taiwan's Chinese-language United Daily News.
Canon Taiwan has seen a rise in the level of customer satisfaction since it relocated customer service to Taiwan from Hong Kong in September last year, Su said.
This also helped the Japanese company sell more high-end cameras in Taiwan last year, Su noted.
BenQ Corp., a Taiwanese consumer electronics maker, also saw greater levels of customer satisfaction after relocating their customer service line from China to Taiwan, the report said.
Cultural difference is a major factor that hurts customer satisfaction when a company outsources its service calls from Taiwan to China, said Jerry Peng, the general manager of BenQ's customer service in Taiwan.
Some Chinese employees, for example, did not used to know what "3G" meant as China launched the third-generation mobile communications technology several years after Taiwan, Peng said.
Chinese employees were also not familiar with some of the popular Taiwanese terms that came up during conversations and were often unable to correctly write down Taiwanese customers' postal addresses, he added.
The relocation from China to Taiwan did not increase BenQ's costs after the company streamlined operational procedures, the report said.
In a related United Daily News report, a Taiwanese consumer surnamed Chang said that a Chinese service-call employee wrongly typed her name on the product package delivered to her even though she had explained how to write her name several times over the phone.
"It's probably because the employee uses simplified Chinese and did not understand what I said," she said.
(By Alex Jiang)




Updated : 2021-04-22 01:45 GMT+08:00