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Essay / Research Paper Abstract
A 9 page paper outlining a change management plan for Dell to use to improve both customer service and customers' perception of the service they receive. Dell's customer service problems have become nearly as legendary as its exemplary supply chain management and efficient operation on the hardware side, though it is as negative as its counterpart is positive. The current approach to providing technical support to customers fails practically everyone, and unfairly portrays Indian call centers as repositories of individuals with no computer expertise who speak poor English. The proposed change acknowledges differing technical and language needs. Bibliography lists 11 sources.
Page Count:
9 pages (~225 words per page)
File: CC6_KSmgChgMgDell.rtf
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Unformatted sample text from the term paper:
Dells customer service problems have become nearly as legendary as its exemplary supply chain management and efficient operation on the hardware side, though it is as negative as
its counterpart is positive. The current approach to providing technical support to customers fails practically everyone, and unfairly portrays Indian call centers as repositories of individuals with no computer
expertise who speak poor English. Dell has in place the components that can be used to result in superlative customer service that builds
loyalty rather than destroys it. The proposed change is that Dell allows customers to rate their own level of technical knowledge of hardware and then route them to individuals
also knowledgeable at the same level. Dells call centers are characterized by scripts and tiers. The proposed change uses those tools more
effectively. Introduction To appease corporate customers, in 2004 "Dell Inc. rerouted technical support for its U.S. corporate clients from a call center in
India to facilities in Texas, Idaho and Tennessee" (King, 2004; p. 31). Dell customer service has several tiers of expertise, with the lowest
being that help line individuals read from scripts determined by customers responses to specific questions required by the scripts. Maslows hierarchy of needs holds that individuals move through five
levels of needs and that the individual cannot move to the next until fully securing and mastering all of the needs of the preceding level. Much the same can
be said about Dells customer service tiers. It is not sufficient for a customer to state they are highly literate and merely need some pointed technical advice, that they
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