Please Tell Dell: Getting Great Support Shouldn’t Be a Matter of Luck!


Share on LinkedIn

I recently experienced a busy mobile professional’s worst nightmare—starting up my laptop to be confronted by the “blue screen of death!” My inconsistent and time-consuming (although ultimately successful) experience with Dell support made me think about the importance of ensuring that all your customer support personnel—whether first-line triage or experienced technicians—are provided with the right support to do their jobs:

1. Consistent training on how to interact with customers and on your organization’s policies and processes

2. Tools to capture customers’ context and pass it to a colleague, when necessary

3. Access to a knowledgebase of the latest fixes and workarounds

4. Incentive structures that reward actually solving a customer’s problem!

In my case, the fifth in a series of customer support representatives was finally able to solve my problem—and it was a simple and quick solution. My persistence in expecting a better result and, therefore, moving from agent to agent paid off. But it was really just a matter of luck. That shouldn’t be the case! Read about my experience and how you should empower your support team to provide a consistent and successful customer experience every time.

Providing Consistent Customer Support
A Great Experience Shouldn’t Depend on the Luck of the Draw as It Does with Dell’s Support Processes
By Ronni T. Marshak, EVP and Senior Consultant, May 12, 2011

Republished with author's permission from original post.

Ronni Marshak
Patricia Seybold Group
Ronni Marshak co-developed Patricia Seybold Group's Customer Scenario® Mapping (CSM) methodology with Patricia Seybold and PSGroup's customers. She runs the CSM methodology practice, including training, certification, and licensing. She identifies, codifies, and updates the recurring patterns in customers' ideal scenarios, customers' moments of truth, and customer metrics that she discovers across hundreds of customer co-design sessions.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here