Well, we know that all eyes are on Dell (DELL) these days....and it’s time for an update. Richard Binhammer of Dell (I think he’s a media person) paid a visit to Customers Are Always and left a comment. Here’s a snippet:
“You know we have been re-investing significantly in our customer experience, about $150 million in the last few quarters. We are seeing a turnaround in our own and external customer surveys. While we make progress we have a ways to go to fix everything. Check out our blog, www.direct2dell.com for additional details.
Just yesterday, Michael and Kevin spoke about the importance of our 1:1 relationships with customers. Not only are we focused on turning that around, we are making sure we are delivering customized technology that is ordered by customers to meet their specific needs.”
Dell hosted a Tech Day event where Dick Hunter, the VP of Customer Experience presented at the Customer Experience Media Roundtable. I took a look at the company’s plans and improvements in customer service:
- Hired > 2,000 sales/support people and training >5,000
- Expanded warranties, scope of services offered and reduced call queue times by 70%
- Reduced call transfers and improved our resolve rate by 20%
- Adding/Expanding nine call centers including Ottawa, Manila, Oklahoma City, and Nashville
- DellConnect provides remote diagnostics and expands e-Support our services - 1 million customers served with 94% customer satisfaction
- Developing innovative online support tools - virtual customer contact center
You can read more of the .PDF file here...
My fellow customer service blogger, Service Untitled, has blogged about his great experience with Dell. If you have had recent experiences with Dell and would like to share them, please leave a comment! I want to know if the campaign to improve customer service is actually working.
I have to agree that Dell’s “future is in their own hands.”
Comment Preview