The Technix Computer Corp recently finished construction of a customer service phone center in New Dehli, India. Phone center agents will be responsible for answering technical questions from customers around the globe. Technix hired 55 computer experts as online phone agents, and a training session is underway. Tech specialists and call center specialists from the U. S. have flown to India to train the new Indian employees. Hank Patelli, senior manager of a Technix phone center in Michigan, will oversee the New Delhi center for 6 months until a local manager is hired and trained to replace him.

After the first training session, a number of the Michigan employees expressed frustration that the Indian employees lacked tech knowledge bc none of them asked questions or offered answers. Which of the following would be the best way for Hank to handle the situation?

Remind the American employees that the Indians may be showing respect by remaining silent T/F

Question

Mauricio Murray

Business

20 February, 09:42

The Technix Computer Corp recently finished construction of a customer service phone center in New Dehli, India. Phone center agents will be responsible for answering technical questions from customers around the globe. Technix hired 55 computer experts as online phone agents, and a training session is underway. Tech specialists and call center specialists from the U. S. have flown to India to train the new Indian employees. Hank Patelli, senior manager of a Technix phone center in Michigan, will oversee the New Delhi center for 6 months until a local manager is hired and trained to replace him.

After the first training session, a number of the Michigan employees expressed frustration that the Indian employees lacked tech knowledge bc none of them asked questions or offered answers. Which of the following would be the best way for Hank to handle the situation?

Remind the American employees that the Indians may be showing respect by remaining silent T/F

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Answers (1)

Know the Answer?

Alan Davies · Answer 1

True

Explanation:

American employees are not considering the cultural differences with India, and how a new employee is probably expected to behave according to Indian culture.

American culture or really any western culture (North and South America, most of Europe and Australia + NZ) tends to be much more open. But we are really a minority of the world's total population, about 20% only. On the other side, Asian cultures are much more rigid and structured, and respect is very important to them.

Probably remaining silent is a way of showing respect, at least during the first time that they meet strangers.