Where are all those American Jobs? Outsourced, of Course

A couple of days ago, I had to reschedule some flights due to an unexpected medical occurrence. Not to worry, United Airlines and Patel, answering the 1-800 number from out of this country, helped me reschedule. This two-way conversation consumed about half an hour, and only after he had to repeat most of what he said at least twice because of my difficulty in understanding his British/American/Indonesian accent.

After our transactions were concluded, Patel asked my level of business satisfaction, on a scale of one to five, with five being the highest level of satisfaction. It took me a split second to decide on the level "3"; an accurate and very generous response, I thought. Patel seemed very disappointed in that response, and you could almost hear his sigh of disappointment in only receiving a "3". He asked me why he had received this seemingly low number. I replied (likely in too much of an exasperated tone) that it was because our half hour conversation could have been transacted in about two or three minutes, if only I could have understood what he was trying to tell me in our lengthy discourse.

Poor Patel, I probably cost him a bonus that day because his customer satisfaction levels with United Airlines was less than exemplary.

Along the same lines, James Lileks tweeted this: