I browsed through the July issue of Forbes today and came across an article titled "A Bad Spell For Dell". Ah, the Dell saga continues. For those of you who have been out of the loop, check out my previous post.
Elizabeth Corcoran, the author of the article says this:
"Rollins has pulled Dell out of james in the past, but personally solving customers' problems one by one is an impractical way to run a company with sales of $56 billion."
Yes, I understand that it can be quite time consuming to handle each and every customer complaint, but somebody has to do it, right? If your sales managers and customer service reps don't know how to take care of the customers, then yes, you have to bite the bullet and do what you can to salvage the relationship. If you have to help 100+ customers, well, so be it. I do believe the responsibility falls in the CEO's hands.
Read the rest of the article online here (free subscription)...
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