One problem with outsourcing customer service is that this practice can create nothing but negative word of mouth. Time is precious, and what customer wants to spend an inordinate amount of time in an often vain attempt to communicate with a company employee who is halfway around the world and cannot speak English effectively?

It's a familiar scenario: A product you purchased recently has developed a problem, so you call the company's toll-free number and are connected to a "customer service Relevant Products/Services associate" in India or the Philippines. You describe your problem but have a hard time understanding what the company representative is saying. You try several more times to communicate why you are calling but cannot get information that you can comprehend. You ask to be transferred to someone in the U.S. and are then put on hold for what seems like an eternity. You hang up in frustration and vow never again to purchase anything from this company.

More and more businesses are outsourcing not just manufacturing jobs but services ones too. On the face of it, this seems like a smart financial move: By slashing labor costs 25%, 50%, or more, companies that have had slim profit margins are now able to enrich the bottom line and keep shareholders happy. <A HREF="http://www.newsfactor.com/story.xhtml?story_id=55623">Outsourcing customer service, however, is not only unethical. It's bad for business. Here's why.</A>