A Crash Course on Irate Calls-India's fake Americans learn to be assertive

[papau]

http://www.latimes.com/business/la-fi-centers2aug02.story
COLUMN ONE
A Crash Course on Irate Calls
Now that they can fake being American pretty well, tech-support workers in India are called upon to be assertive. Or at least try.
By David Streitfeld
Times Staff Writer

August 2, 2004

BOMBAY, India — In a sleek new office building, two dozen young Indians are studying the customs of a place none of them has ever seen. One by one, the students present their conclusions about this fabled land.

"Americans eat a lot of junk food. Table manners are very casual," says Ritu Khanna.

"People are quite self-centered. The average American has 13 credit cards," says Nerissa Dcosta.

"Seventy-six percent of the people mistrust the government. In the near future, this figure is expected to go up to 100%," says Sunny Trama.

The Indians, who range in age from 20 to 27, have been hired to take calls from cranky or distraught Americans whose computers have gone haywire. To do this, they need to communicate in a language that is familiar but a culture that is foreign.<snip>

[The Backlash Cometh]

1. Their attempts to pass for an American are lame.

One person used my last name and tried to similate it to a character in Gone with the Wind, as if the reference would make her appear more mainland. It was an incredible stretch and one only a foreigner would make.

[papau]

2. But you have to laugh - or you'd get too angry!

:-)

[cprise]

4. Blanche DuBois!

I hope you DO give a damn about that error on my heating bill!

(And if you don't... We will bury you! Under a mountain of maxed-out credit cards!)

LOL

[demnan]

3. They're assertive in some cases all ready

Indian women have the tendency to mother everyone, especially older Indian women in my experience. If you don't have a familiarity with their culture it can be a bit offputting and they can be interpreted as being overly bossy. Once you are familiar with the culture you just take it in stride. Nothing wrong with it, just a culture difference in mannerisms I've noticed in the shops and in the office.

One thing I've noticed about Asians culturally in general, they are less likely to question authority than Americans. If something is not good they back up the company. This is irritating to me unless I consider where they are coming from. When I worked company service I learned to say, "Yes I agree, that is not a good policy and I'm very sorry . . " to disarm angry people. Most Asians in my experience will not do that. That's perhaps the biggest cultural difference that I see.

I don't mean this as offensive to anyone, just my observations.

[smirkymonkey]

5. Assertive is one thing, but many of them

have been downright agressive, yelling at me when I decline their offers for extra products and services. Usually, I just hang up on them, but it pisses me off to no end when I place a service call only to get harrassed by a rep with a mission.