Dell

After a Complaint, Promise to Do Better

July 7, 2009

Here is your Daily Dose of Amazing Service: After a complaint, promise to do better. And here are some additional thoughts on this topic… A while ago I saw an interview of Dell’s Chief Information Officer. He was talking about some of the customer service problems Dell had been experiencing. While he answered many of [...]

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Dell’s Steve Schuckenbrock Discusses Customer Service (Sort of)

March 14, 2009

(Note: This interview was done by ComputerWorld. Schuckenbrock was CIO of Dell at the time of the interview). This interview of Steve Schuckenbrock is interesting for what it does NOT contain. Though Schuckenbrock talks about their past problems and likely causes, he fails on several counts as he addresses a huge customer service problem for [...]

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Jitterbug Focuses on Customer Experience

December 29, 2008

An article in the Business Mirror today talks about the growing backlash toward outsourced customer service. It discusses Dell’s new service that provides North American based customer service, for an extra fee. Dell finally gets the message that their customer want support staff who can actually help them, rather than read from a script, and [...]

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