Business Services Industry
Dell Hopes to Pump Up Its Customer Service.
Knight Ridder/Tribune Business News, June, 2003
By Crayton Harrison, The Dallas Morning News Knight Ridder/Tribune Business News
Jun. 25--AUSTIN, Texas--Dell Computer Corp. wants to get better at helping customers with technology problems.
The Round Rock-based computer giant has won awards as the best customer service provider in the industry, but too many problems still exist, executives admit.
Phone representatives are too technical and don't have enough training in working with customers.
Technologies sold by other companies sometimes don't work as they're supposed to with Dell products. And Dell's customers, who now include a wide audience of novice computer users, need more help than ever.
To tackle those trends, Dell is taking advantage of the massive...
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