A quick comment of the racial aspect of this : I hope with time Indian and other call center workers will learn to give back to such bigots a bit of their own medicine. That being said, the nature of customer service is such that it sometimes (or often depending on the type of customer service) involves taking shit from others. The best way, in my opinion, to deal with shit is to give it back. Directly when you can and in a subtle way when you must. I have confidence that companies in India will be able to apply the lessons learnt from incidents like these to better train their people to handle difficult clients like those mentioned in the article. I also feel increased automation of technical support and the maturing of software engineering will reduce the need for human support - Indian or American - of technology in the future . My 2 cents.