A few months back I made some noise on Tom
Peters’ blog about how Dell customer service was pitiful.
A week or so later, I got
a call from Rob – My Dell Guy!
Rob said: “From now on,
you just call me if you have a problem.” He gave me his extension and his email
address.
This week, I had a
problem.
He sent me a new hard
drive.
Well, I needed the drivers
for my new hard drive and Rob said that I needed to call the regular Customer
Service area for them.
I called.
“Hello, my name is
XXXX. What is your Service Tag number?”
(My what?)
No sooner than I produced
my Service Tag number, the rep said “Your machines are out of warranty.”
Does that sound like the FIRST
response of someone that would have sent me a hard drive seven and a half
months after my purchase date (1.5 months after the warranty expired)?
I think not.
How about: “Hello, Ms.
Michael! I see you’ve purchased three
laptops from us this year. Thank you for
your business. How might I help you
today?”
Lessons
Make some public noise and
you might get good customer service.
If you are fortunate enough
to get a “Rob”, hold on for dear life. (As long as I have Dells –
Rob is on my Christmas list.)
Is that really what you
want your customers to learn????
Ann, you are speaking for many of us when you address issues of customer service. In fact service seems to have turned into a finer quester for, “How can more of your money serve us?” I am amazed at how far back on the burner service has been nudged by the biggest companies out there. I have been changing all my buying patterns to deal only with those who stay transparent to customers. That has meant new insurance policies, food stores, banks and others. It is changing life to a new level for me. Again thanks for speaking up — I hope more customers do so!