Thursday, August 25, 2005

Third Installment of Dell and Me Documentary

Louise Lee writes on BusinessWeek online today:

John Hamlin, Dell's senior-vice president for the U.S. consumer business, says Dell is adding more call centers, each employing about 2,000 workers, and improving training for phone reps.

"The customer experience is one of the most important issues for us," says Hamlin, adding that a year ago, to make sure customers' machines are working, Dell began contacting those who its records show have sought help at least three times over the course of one week.

If, in fact, Mr. Hamlin's sincere, how is it possible that there are so many disgruntled folks out there? Could it be that Dell's initiative will require several years to gain traction? Maybe Dell's still working on the list of customer names beginning with "A" and has yet to get to the "B's," which would explain why Jeff "J"arvis had to labor so hard to be heard.

So, here's the third installment of Dell and Me. More to come.


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