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Dell Gets a Failing Grade in School | 40 comments (40 topical) | Post A Comment
Customer Service[ Parent | Reply to This ] (none / 0) (#27)
by tscoff on Sun Oct 15, 2006 at 07:27:23 AM PDT

If you're serious about fixing your customer service, hire a few dozen people and give them broken computers and have them call in for in warranty support.  Fix the problems that they find when they call in:

1. Long hold times
2. Being transferred from one department to another to another to being disconnected
3. Clueless techs on the phone
4. Techs on the phone who don't speak English
5. Extremely long repair turn around times, many times being caused by the practice of sending out a repair technician who replaces a single item and then leaves requiring another phone call to tech support if that item was not the defective one.

Dell isn't alone, the entire computer industry is guilty of these problems.

[ Parent | Reply to This ]



Not exactly[ Parent | Reply to This ] (none / 0) (#30)
by Garminski on Tue Oct 17, 2006 at 11:22:16 AM PDT

The first people you need to train are the supervisors.  Have them experience your "gauntlet of fun".  I have found that workers overall want to do a good job but are quite often stopped by stupid policies and procedures put in place by clueless supervisors.  Plus it is up to the supervisors who they hire.  If you want qualified people the people doing the hiring have to want to hire qualified people (they also need the budget).

These problems aren't just limited to Dell or even the computer industry.  IMO customer service in many industries is lacking and getting worse.

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Dell Gets a Failing Grade in School | 40 comments (40 topical) | Post A Comment
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