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Technical Support Customer Surveys
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robertwinder
about 1 year ago about Dell Inc
I recently blogged about a Vocalabs customer survey that a customer had a bad experience with Dell Technical Support… not surprising, eh!
Firstly, the customer was not paying attention during the call. Secondly, the agent didn’t take control of the conversation. Thirdly, the follow-up survey produced ZERO results for the customer and Dell.
Both sides were at fault, but the Dell customer service agent was the reason the customer didn’t get the problem resolved during the call. If I had to guess it is because the agent isn’t empowered to resolve the issue and more importantly has to maintain a target “average handle time” metric.
This is a story about Dell Inc
Other recent stories about Dell Inc
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- Dell made an announcement today that I think is a good example and makes a lot of sense. All companies should be doing this, and the energy and resource savings would be significant. [read more]
- Dell launches pioneering free computer recycling program
- From Fortune, Michael Dell was quoted saying: [read more]
Comments
Had same exp on Tech support
submitted by skyking about 1 year ago
Mine was Tech support was Indian & had strong accent. Was on phone for Yahoo Internet, Dell PC services, Had to use Services again BUT urged for someone who spoke ENGLISH & got someone in Chicago. Told Dell to change Tech Support roles BIG Time. Indian Yes, speaking Clear English YES. Hurts sales & services & NO Dell PCs=NO Income.
Tech Support solutions: Use US trained ITs Use IT Interns. Call centers in Irwindale, Watts?, El Segundo areas??? Local labor used Trained IT types Non IT types BUT know End User issues hired. Incentives Benefiits for Tech support. IE # X hours on phone a week vs day. Improve screens. Check local servicing etc IF effecting online services.
Some dont know local CA service schedules for Internet & thus Im on phone for NO reason. Change the rules & policies.
NO I dislike Phone service centers. Like Voicemail IE Yes were solving your problem. Otherwise NO.
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