Dell complaints

[Cusstomer]

(1) There is more to the English language than the sentences, "I apologize for your inconvenience" and "Thank you for waiting patiently". Also, try not to use the word "Unfortunately".

(2) Work on your accent. It isn't that hard to learn a better form of English.

(3) Have available the support phone number of every company whose products Dell sells, so that in case the customer has to call the other company, at least you can give them the number.

(4) Don't call the customer by his first name unless you are a personal friend of his. In the United States, it wasn't so many years ago that people in certain minority groups were called only by their first name as though they were children. There are also people of a certain age who expect to be addressed as Mr. or Mrs. They find it disrespectful if you address them as "Joe" or whatever.

(5) Ask your supervisor or your boss to get you a decent headset so the customer can hear what you are saying.

(6) Don't read from a script. Use your head. Certain problems can't be fitted into neat little categories.

(7) It reflects badly on your company's image if you tell the customer that "unfortunately our computers are down". Your company MAKES computers. They SELL computers. What is that telling the customer about your company's product?

[david (aka dvdpiddy)]

If they do your so called "Suggestions" They might get fired. And do you really think that an Indian tech support agent wants to lose one of the best paying jobs in India?
_________________

For some reason i fell like this cat right now.

[paul_dellcc]

Hahahaah.

How come that you think it's on the reps' hands

No, seriously, you always worked on your own? You never recieved orders from anyone? There are Policies & Proceedures and Q&A standards reps must follow. If they don't, they won't get fired, but they won't get their bonus. If they continue to fail they will finally be fired.

So, if they don't read from a script, failure in Q&A. Same goes for words like "Unfortunately". Third party companies don't do accent training anymore, Dell customers want it cheaper, so Dell is not paying for it.

You are right about point #3. About point #4 I personally don't like to call people by their first name as a matter of respect, but once again, if you don't ask you have a failure in Q&A. #5 same cheap statement as in the last paragraph. #6 Q&A again. #7 not the computers, but the servers many times are down, because they are simply down or because there is some maintenance or something going on. It happens in every company I've worked for. Systems go down eventually. I used Dells when I worked for Dell and when I worked for MSN Dial up, not a single one ever went down...

There are good suggestions don't get me wrong. I'm just explaining how Dell is.
_________________
I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...

[Rocke_T_Sinetist]

Yep, it's a job. They have to do what they're told, and a lot of the dissatisfaction with India tech reps has nothing to do with India and everything to do with Dell and their contractor.

Speaking English in India is a competitive effort. The better you are at it, the better the job you can get. Strong incentive. We'd like to think Dell's contractor interviews for phone-English ability. In fact they might, and in fact the phone agents may be capable of fully comprehensible English, but putting on the accent so they can spend their 12-minute allottment repeatedly misunderstanding your service code then transfer you or hang up and never get to the hard questions. Or maybe they're just getting even with you for being a Dell customer--a company which they may feel mistreats them and doesn't even have the character to do it in the first person. (Disgruntled people do find ways to get even, it's known industrial psychology.)

A lot of intelligibility problems could be solved, on both ends, by people speaking slowly, clearly, simply, articulately. I have trouble understanding my best friend on the phone if he uses a word I'm not anticipating, and we all but grew up together in the same part of the country.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'

[diashto]

Well, as I understand it, they've gone from a calls-recieved type system to an issues-resolved model for how the indian contracts are paid out... meaning they dont get paid until the issue is resolved (which may not be until after the parts are dispatched).

[paul_dellcc]

[diashto]

Apparently, it was here.

http://www.ihatedell.net/forum/phpBB2/viewtopic.php?p=26167&sid=c2c423ff41ca3a441859a0af250c66f8

[paul_dellcc]