Dell'S Customer Contact Centres In India
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Dell faced complaints from US customers in 2003 regarding issues like language barriers, long hold times, and scripted responses. This showed Dell failed to complement its sales growth with good customer service. To address this, Dell took corrective measures and formed an analytics team to develop new customer relationship management models and processes. Key recommendations included focusing on the customer experience, improving consistency in service quality, addressing language and cultural differences, and matching staffing levels to product sales and support needs.
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