Hooray for Dell for figuring out that Customer Satisfaction is more important then the bottom line. According to FOXNews.com Dell is moving its technical support center out of India and back into the US. This move is stemming from customers who are complaining about the quality of service they are recieving. The main complaint is the fact that the customers can’t understand what the technician on the other end of the line is saying. This isn’t because the customer doesn’t know “geek speak”, this is simply due to the fact that the technicians in India have a thick accent that is hard for us feeble Americans to decipher. Another common complaint is that the technicians are reading from a script most of the time…. and if you you’ve ever had any sort of computer troubles, you know the answer to your problems can’t come from a script.
I wonder if this will be the beginning of a trend. I’m not saying Dell controls the computer world and that everything they do, everyone else will do also (we know that job belongs to our friends in Redmond). But they are a significant player and if their customers are complaining, I’m sure other large companies may be facing the same problems.
This will be interesting to watch.
