CustServ: Customer Relations: The New Competitive Edge

Service Untitled Interviews Dick Hunter, VP of Customer Experience at Dell

21 May 2007

customer service experience and Dell Dell has been in the news lately mostly for all sorts of reasons—from exploding laptops to bad customer service.

How Dell is overcoming all these challenges? Found out all about it from Dick Hunter’s three-part interview with Service Untitled.

After reading the interview, I know that Dell, with its kind of people, is a company that is hard to beat. I think Dell is now using the outside-looking-in strategy, and this will help the company a lot.

I also learned that a great business is something that knows its products and services, well informed about how the company is performing, especially against its competitors, what it can give to the customers, and how it can please them. Most importantly, no one can do business alone. It has to be a concerted, logical effort.

Posted by meikah |
Filed under Customer Service Experience, Dell, Dick Hunter, General, Interview, Service Untitled

11 Comments »

I got me a lovely Dell notebook computer, and thankfully it hasn’t exploded on me yet About their customer service, while I was looking for reviews on their products, I usually spotted complaints from people saying that they don’t like how Dell has outsourced their tech support because most times, they don’t help at all.

Comment by Lynn — May 22, 2007 @ 7:44 am
Oh cool, Lynn. Did you get the white one? Well, that has been going around the blogosphere. In fact, to address these customer service issues, Dell has put up their own blog where customers can air their grievances or praises. To me, one good thing about Dell is that they are really trying to improve despite their being one of the most preferred brands.

Comment by meikah — May 22, 2007 @ 9:17 pm
I got a silver one with white trim Anyway, it’s nice of Dell to be making the effort to reach out to their customers. It’s a lot better to face the problems head-on rather than ignoring customer complaints and pretending they aren’t happening.

Comment by Lynn — May 28, 2007 @ 6:53 am
I like the new look, Meikah! Dell is definitely taking the look outside in strategy and I think this will help them realize what they are doing wrong. When you’ve worked so closely with one company (as Dell’s employees have), it is necessary to get some outside feedback.

Comment by Service Untitled — May 29, 2007 @ 4:29 pm
Thanks, Doug! Good job with the interview, keep at it!

Comment by meikah — May 29, 2007 @ 9:27 pm
I have a Dell laptop and it did “explode”. Have less than 10 hours on a 7 month old machine. Dell is hopelessly incompetent and indifferent.

My company has used dell for over 10 years. BUT not any more.

Comment by Jack Miller — May 31, 2007 @ 1:26 pm
Hello, Jack! But I thought Dell is mending their ways? They even put up a website for customer service alone. It’s sad thought that Dell lost you. Let’s just hope they learn along the way, esp. when it comes to customer service.

Comment by meikah — May 31, 2007 @ 11:45 pm
Dell keeps harassing me for $ YET
I never opened an acct with them or
recd any services or products
They even turned me over
to a collection agency huring my credit!

Vincent

Comment by Vincent — June 21, 2007 @ 6:41 am
Oh, sorry to hear this Vincent. I hope execs in Dell can read your story.

Comment by meikah — June 21, 2007 @ 7:44 pm
Dell Stinks. 10 months of no help, transfers from IT to CS, to IT. Sr. Mgt, Resolution team calls etc. They simply refuse to let me speak to management in Corporate. If anyone has had the same issues and knows how to get in touch with the big guys/gals within Dell; or Michael Dell himself. I would love to hear about it.

Comment by Joanna — May 27, 2008 @ 8:10 am
Sorry to hear about your experience with Dell, Joanna. I’ll see if I can forward this comment to some Dell people I know. Check back here from time to time.

Comment by meikah — May 27, 2008 @ 9:16 pm