Several large American corporations have a hard time in Chinese market such as ebay and google. From their US HQ, it is hard to understand why other markets, even one as big as China, should develop any differently from the US market.
all of the management people in the US don't know Chinese market, and don't know enough to hand it off to people who do know Chinese. And when they fail, they blame the Chinese market, saying that Chinese market lack connections. "This proves that the Chinese market is biased against western corporation,"
Bad quality service in Chinese market.To individual user use Chinese EBAY website service is not convinenet and can not get reply in time. As a seller is difficult to upload their products image to website and can't get any help, she or he will dislike this service.
It's the reason many US corporations will continue to fail in China, and management in China will continue to localize. Blaming maket just because they don't know market; it's just that western companies which do not know Chinese and are not willing to learn from Chinese consumers have no value-added to offer in this growing market.
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Your post makes some good points that are true with customer service with big business in the U.S. as well as China. A business in general tends to become more rigid and inflexible as it gets bigger. Small localized businesses have a strong concern for customer service, but the cost of this is higher prices and difficulty in competition with large businesses.
The trend in the U.S. has been to cut cost by streamlining customer service. We see strong signs of this by the difficulty we face trying to contact someone at any large corporation. Customers must hurdle automated phone messages, navigating many layers of automated menus. More often than not lately, contact information is lacking so the consumer has no idea how to find a solution to their problem. This results in consumer concerns taking hours or days to resolve.
Even in grocery stores the trend in the U.S. has been to eliminate check-out workers and to install self-help check-outs where customers scan their own purchases, bag their own items, and then pay through an automated system.
A clear connection exists between these phone navigation systems and store-front do-it-yourself check-outs. Larger businesses are shifting costs to their customers. They are making their customer do the work that they used to hire employees to do.
So when you talk about bad customer service for China, we in the U.S. can relate because we share these complaints with our own corporations. Unfortunately, U.S. consumers seem to have gotten used to the bad service. The large corporations therefore believe that they can take this same model to a different culture.
Obviously U.S. corporations need to adjust their thinking or else they will not be able to compete with the inevitable rise of Chinese corporations that will develop their own products to match U.S. counterparts but also include customer service to meet Chinese expectation.
The positive side of this situation is that a business need is being exposed that creates opportunity for local Chinese entrepreneurs. Perhaps we will see a growth in localized Chinese customer service businesses that source the needs of these foreign corporations attempting to enter the rapidly growing Chinese market.
They would act as a buffer between the two differing cultures and handle customer service needs of foreign business and perhaps be involved with marketing. As a further side effect, we here in the U.S. may benefit from big business finally realizing that their customer service is lacking to the point where it has potential to cut into their revenue.
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