This is more for my CSG folks but holy fu-k I audit csg chats and calls from time to time and global agents/managers need way better training! From the lack of being able to follow simple articles and policies, to telling clients promises that cant be done, and managers just ignoring any escalations, Dell support is just fu--ing terrible! Literally just saw an agent trying to help client fix her canon printer on a live audit. Stupid!
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@yh your post is on the money.
“Just read and follow the articles how hard is it”
You can’t just leave customers in limbo. You need to commit to things.
These auditors that never speak to customers just don’t understand.
Dell's internal articles are anything but simple. They are a byzantine maze of links, many of which are either dead or lead to irrelevant or outdate articles. Yeah, read through these dozen articles to understand the proper process.
The hot customer on the phone with an outage will patiently wait.
Auditors are easily the least valuable type of employee, paid snitchers.
And then you come here and talk sh-t about other employees.
Sounds like you’re from either QRT, EDM or QL?
Bar none the most useless team members in the whole company come from these orgs.
Complain about customer interactions from support all you want. Easy to throw stones from a place of not having to speak to customers.
Dell is a lost cause
We'd have to have some training before we could have better training.
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consumer confidence is gone.