kebosabi

Keeping customer service agents in the US instead of outsourced to places like India *cough* Dell *cough*.

You just can’t expect to get the same service just because they speak the same language. There are things that only people who has lived in the US to understand the colloquialisms that other Americans know.

i.e.: frequent flyer numbers: outsourced agents don't know phoenetic alphabets so they get confused and I have to repeat myself, US based agents know it off the bat without even asking. Little things like that goes a long way in keeping me on AA. Same with airports I can say "dee-ef-double-you," "el-eh-ex," "McCarran," "Narita" or "Haneda" and US based agents know off the bat that I'm heading to Dallas, Los Angeles, Las Vegas or the two airports in Tokyo.