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Capitalism: Sony Support Approach
  • Vitaliy_KiselevVitaliy_Kiselev

    As you may know all big corporation look for profits, and best way to optimize them is to outsource as much as you can.

    So, Sony as other big corporations outsource customer support.

    Idea is have as small amount of people in support as possible, make them work without the break and use low qualified job force trained to answer to most typical questions. Of course any complex question becomes unsolvable mess.

    Main goal of support - to become money saving machine and wall between customer and company.

    Same goes for service. Japanese corporations not only outsourced it, but significantly reduced number of their service partners lately.

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