‘Dell’ finally paid some attention
The folks over at the Canadian Marketing Blog have a great rant on how Dell, as well happen to know, had some serious customer service problems for the past couple of years and got some serious heat for it. Many thought it was an extreme over-reaction from customers, bloggers and business people, while some others thought it was just stupid for Dell to let go of their consumers by not paying enough attention to them.
Whatever it was, it seems (according to Graham Kingma) they are finally doing something about it. He describes in full detail a recent experience he had with some Dell customer technicians. Read this amazing excerpt from the blog:
I was truly wowed by the experience. There was not frustration at all on my part. Just fascination as this Representative kindly and efficiently fixed a problem that wasn’t even caused by Dell (it was a software conflict). It was like having a Dell technician visit my house. This was outstanding Customer Service and has really rejuvenated my faith in Dell.
Now that’s what any brand would like to hear. It should definitely make Michael Dell’s day.
Treat people well, and they’ll forgive past errors. Sounds like Dell is finally doing that again. Just today we had flaming mad prospective client who sent a vicious email to us–because our phone system kept routing them to the wrong department. Our customer service mgr. took the time to call them back and make things right. We ended up with a glowing email from them, praising us…it was a complete turn-around. I’m glad we didn’t ignore a situation that would have been easy to just brush under the rug.
Jeff