A number of companies have won the hearts of local customers by relocating their customer services from China to Taiwan, a local newspaper said on 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 (蘇惠璋), a senior general manager at Canon Taiwan (台灣佳能), 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 said.
BenQ Corp (明基), a Taiwanese consumer electronics maker, also saw greater levels of customer satisfaction after relocating its 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 (彭縱仁), the general manager of BenQ’s customer service in Taiwan.
Some Chinese employees, for example, previously did not know what “3G” meant, as China launched its 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 Eurovision Song Contest has seen a surge in punter interest at the bookmakers, becoming a major betting event, experts said ahead of last night’s giant glamfest in Basel. “Eurovision has quietly become one of the biggest betting events of the year,” said Tomi Huttunen, senior manager of the Online Computer Finland (OCS) betting and casino platform. Betting sites have long been used to gauge which way voters might be leaning ahead of the world’s biggest televised live music event. However, bookmakers highlight a huge increase in engagement in recent years — and this year in particular. “We’ve already passed 2023’s total activity and
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