A good foundation for a strong PR strategy is the reputation that a company has to its customers. Good customer service leads to good word of mouth, satisfied customers and it mushrooms from there, making it easy for the PR people to build a good PR plan.
You’d think that a well known company like Dell would take this to heart. But apparently, the almighty dollar is taking precedence at the moment.
In spite of the fact that there have been numerous blogs, online forums etc. dedicated to the complaints of Dell customers dealing with customer support over in India, Dell announced this week that they are are expanding their call centers in India by 50%. The number of Dell call center employees will go from 10,000 to 15,000.
These are the common complaints: It’s obvious the reps are following scripts; language barriers; unfamiliarity with the products; delays in the phone conversations due to the fact that the call is to India; inconsistency in treatment from one rep to the next.
Doesn’t sound like a pleasant experience.
I went on one forum, and here’s what one person said “I'd take a 30 minute wait to talk with a U.S.-based call center instead of instantly getting through to India.”
Get with it Dell. Is that really listening to your customer? Apparently you’re not afraid of some more bad publicity, because it doesn’t take a rocket scientist to know that it’s coming.
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