I revisted Dell's blog today to see if they've made any posts concerning customer issues or just a post on customer service in general. In the latest post, Laura Bosworth, the Director of WW Customer Experience has some news about the Rebate Center and addresses the "confusing communications" in regards to email and order status.
Downs Deering, the Director of the "Service Delivery Program", also addresses some issues and says this:
"We are undoing these and many other cumbersome processes that have accumulated like sediment over time in order to deliver a timely, accurate resolution. A few are easy fixes, most will take time to address. We remain committed to improving the quality of our service in every one of our call centers around the world."
As of right now, the most viewed post is titled "Real People are Here and We're Listening" where lo and behold! They've linked to some of their big-time critics. An attempt to actually join in on the coversation?! Interesting!
Update: I missed this important post: No Magic Wands For Customer Service
After Dell's announcement this past week that they'll miss their sales and profit targets, a phrase kept coming up in almost all news reports I saw/read/heard about this: "customer service" "customer service" "customer service."
More than financing, new technology, marketing, or other issues. It was "customer service."
GS
Posted by: Gabriel Salcido | July 23, 2006 11:19 AM | Permalink to Comment