Dell, oh, Dell…We often wonder if you truly understand customer service. We know that you are making efforts to improve the customer experience. You started a blog, which we applaud. You made the $100M commitment…cut the rebates…but now you decide to layoff 8,800 people.
I have yet to read the news stories about this recent announcement regarding layoffs, but I can almost guarantee that they’ve laid off customer service reps and shut down call centers. How much you want to bet?
Just when I thought I could maybe, just maybe, think about buying a new desktop from Dell…
For those of you who have just stumbled upon this blog, I blog about Dell quite often. Read the Dell archives and feel my pain ;(
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Remember to send in your submission for the Carnivale of Customer Service! For more information, visit the ProductivityGoal blog.
Just to be clear about the Dell staff reductions as it relates to service, these reductions will take place over the next 12 months and be targeted to eliminate redundancies, bureaucracy and activities not critical to delivering customer value. So, we are doing the right thing to IMPROVE, not decrease efforts anywhere we do business. Thanks for the opportunity to clarify.
Posted by: JohnP@Dell | June 13, 2007 11:22 AM | Permalink to Comment