Let’s Talk About Customer Service — and Bringing American Workers Back to Work

I want to be very clear before I begin: this is not an attack on individuals who work in customer service overseas. Everyone deserves the opportunity to earn a living. This is about corporate decisions, customer experience, and missed opportunities here at home.

That said, many consumers are frustrated—and it’s time to talk about why.

The Reality Customers Are Experiencing

More and more U.S.-based companies have moved their customer service operations offshore. While the intention may be to cut costs, the result is often a decline in service quality:

Communication can be difficult due to language barriers Representatives may not fully understand the issue or company policies Calls are frequently disconnected or escalated endlessly Problems take longer to resolve, if they are resolved at all

Hold times are crazy. And often it takes several calls.

Customer service exists to help customers. When it becomes stressful, confusing, or dismissive, something is broken.

Why Aren’t American Workers Being Hired?

This raises an important question:

Why can’t U.S.-based companies hire American workers for customer service roles—especially remote ones?

We are constantly told that jobs are scarce, yet thousands of customer service positions exist. They’re just not being offered here.

At the same time, there are millions of Americans who want and need work, including:

Retirees looking to supplement fixed incomes Disabled individuals who are able to work remotely Parents who need flexible, work-from-home options People laid off or priced out of traditional employment

These are capable, motivated individuals who understand American consumers, speak fluent English, and take pride in doing their jobs well.

Remote Work Already Exists — So Why Not Here?

I work from home, and I know many people would also like the opportunity to do the same.

Offshore customer service workers already work from home. We hear everyday life in the background—children, pets, household noise—which proves one thing clearly:

These jobs do not need to be overseas.

If companies can manage remote teams halfway across the world, they can absolutely manage remote teams right here in the United States.

This Is About Accountability, Not Blame

This issue isn’t about blaming foreign workers. It’s about corporate responsibility and recognizing that customer service is not an area where cutting corners pays off.

Poor service drives customers away.

Poor communication damages trust.

Hold times for over 20-30-40-50-+ minutes is not acceptable. Especially when you then speak to someone off shore who can’t answer the question and puts you on hold another 20-30 min.

Here is an example of a rep at my on line pharmacy who asked me the same question 7 times….. when I asked for their supervisor I was placed on hold over 24 minutes and counting, they never came back on the line in fact I was disconnected after 25 minutes.

This changes how I feel about this company and if I want to do business with them at all.

So now I have to call again and start all over again.

Do you really think people’s time is not valuable?

Poor decisions cost businesses in the long run.

Meanwhile, Americans who are eager and able to work are left out of the equation.

A Call for Change

Consumers have power. Companies listen when customers speak with their wallets.

It’s reasonable to ask:

Why customer service quality has declined Why American workers are overlooked Why cost savings matter more than customer experience

If enough customers demand better service—and fair hiring practices—companies will have to respond.

Let’s Get Americans Back to Work

This isn’t about isolation or exclusion.

It’s about investing in our workforce, improving service quality, and creating opportunities for people who genuinely need them.

Let’s support companies that:

Hire American workers Offer remote customer service jobs domestically Value communication, professionalism, and respect

Good customer service should not feel like a battle.

And meaningful work should not be shipped overseas when so many Americans are ready to do it—right from home.