e bay had a World Class customer support team in the Phillipines or southeast Asia. What happened?

[capitolgalleries]

Seriously, my wife flew to the Philippines to work with customer customer service personnel for the company she worked for.  People in the Philippines are some of the most polite and genuinely care about the quality of service they provide their American customers. e bay is no longer the same company without these wonderful caring people.  We Americans could learn a lot from the Pilipino citizens, starting with their politeness.  

I could sell much more product on e bay if they brought these wonderful people back.  The back up people at e bay are so poor now, my sales are off 95%.  Obviously, I am seeking new venues to sell on.  Buyers leave obscene feedback; I report it; e bay does nothing about it and then have the audacity to report back to me it has been taken care of. 

[mam98031]

When did this happen?  

I think most of the complaints about CSRs in other countries is that it can be hard to understand those that have heavy accents and there are times when communication of an issue at hand can be difficult due to English not being their first language.  Most of us just care about getting results when we call Ebay for help.  I know there are a few that complain about the simple fact there are foreign CSRs, not just in the Philippines but anywhere other than the USA.

I don't know however the lack of CSRs from the Philippines affects how much you can sell.  How does this affect your sales?

As to feedback, if you are talking about the one you currently have.  It doesn't breach any Ebay rule, so no matter where the CSR would be from, they would not be able to get it removed for you.

How are you researching moving to a different site and making sure they have at least part of their CSRs in or from the Philippines?  I am not trying to be flip with you, I'm sincerely curious.

[chapeau-noir]

I agree about Filipino good manners (part of my family is Filipino) but I do think CS is outsourced to the Philippines among other places.  I mean, most of the people I run into around my neck of the woods are polite, but there are some real soreheads, too.

[coastaltechsolution]

Yes Filipino people (culture) are very polite and kind.

That has nothing to do with the outsourced CS

help call center where the CS has to flip through help depending on 1 of the 12 help services he/she provides at the call center , just asking for people to want to get you off the phone and throw made up info at you: 

"Our back office is investigating", "wait 72 hours", "I put a note on your account" 

[retro_entertainment_collectibles]

---

@chapeau-noir wrote:

I agree about Filipino good manners (part of my family is Filipino) but I do think CS is outsourced to the Philippines among other places.  I mean, most of the people I run into around my neck of the woods are polite, but there are some real soreheads, too.

---

Agreed, some of the nicest folks I've ever met!  Almost like stepping back in time when it comes to respect and care for the elderly for example.  Now where I live,  welllllll....   Not exactly the epidemy of decorum, yeah.

[jerseyboymusic]

Here's MY experience with Ebay's outsourced customer service:

Me: Hi, I have a problem with a buyer who wants to return a damaged item 

CS: Yes, sir... I understand that you have a problem with a buyer who wants to return a damaged item 

Me: Yes... the item wasn't damaged when I sent it, it was packed well and can't see how it was damaged

CS: So, the item wasn't damaged when you sent it, it was packed well and can't see how it was damaged?

Me: Um... yes. Now, I don't mind issuing a partial refund, but not sure why I have to pay for the return

CS: I see. So, you don't mind issuing a partial refund, but not sure why you have to pay for the return? Is that right?

AAAARRRRRGH! I mean, that's an example. Ebay was very successful in steering us AWAY from phone reps. It's been a few years since I have called them, but that's what I went through EVERY TIME I had to call.

[stainlessenginecovers]

Your sales are NOT off- even 1%!! due to the Customer Service people for the simple fact that buyers don't try to reach out to CSR's until AFTER they've purchased and have a problem. 

[coastaltechsolution]

@jerseyboymusic 

Did it end like this?

CS: "I have put a note on your account, please wait 72 hours" 

😁

[jerseyboymusic]

@coastaltechsolution 

LOL MAYBE!

But they did it in a WORLD CLASS sort of way!

I'm sure the people are good people. Just not great at customer service

[buyselljack2016]

I do understand how you feel about your selling being off by95% because you cannot get CS to remove negative feedback.

Not much we can do as sellers when that happens to us.

[ckimodog]

@capitolgalleries 

I grew up in Hawaii and yes Filipino people are some of the nicest, most generous, kind people on the earth.  Unfortunately, they are not good customer service agents, especially when they are not properly trained by eBay as they do not work for eBay.  They are outsourced and read from scripts.  Sorry, but that's not my idea of a good customer service agent.  Remember, eBay is about business, not personal feelings. JMO.  

[chapeau-noir]

CS is considered "overhead", but IMHO the REAL overhead is the ballooning salaries, stock-options and hiring contracts these overpaid C-suiters get. Good CS is value-added for the customer - I don't see much value being added by paying some rent-a-CEO an average of $15 million a year.

[ed8108]

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@capitolgalleries wrote:

 The back up people at e bay are so poor now, my sales are off 95%.  

---

An immense supply of labor has come into & continues it's migration into the the US, no need for concern on not having dedicated & US based customer support in the future.

[ch975577]

Employees at call centers in the Philippines get paid $10/day. Think about that! And they are nothing but corporate robots following a script. This is as transparent as it gets that these corporate giants have zero loyalty to anyone but their own business model. The reps are totally I knowledgeable and have no abilities. All this does is equates to the worst possible customer service. We are faced with a matrix, a black or white system. When you think your issues resolved, it gets reversed. Comcast has spread its disease of the worst possible customer service into pretty much all business models now. Call your phone carrier or internet provider and tell me that EBay is any different now. You will spend hours to days and days to months of getting nowhere and nothing resolved. At this stage, they own you. And they’ll take your money and you have to fight to get it back. They’ve dumbed down to the lowest levels and lie to you and pump it up as if “Asia has a really good English-speaking base!” No, it’s because they pay their Asian employees $10/day! I just got one who works from home. They phone kept breaking up, baby crying in the background, wife or girlfriend being thanked for bringing him food during the call .

EBay, GFY!!!!!

[kh-jean]

Hi everyone,



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Thank you for understanding.