There was a time when Dell’s customer service was inconsistent and left much to be desired. Blogger Jeff Jarvis had a personal experience with them that prompted him to create a category on his blog called “Dell Hell.”However, Dell saw the light several years ago and has taken steps to improve its customer service.
This Austin American-Statesman article, Dell Putting More Resources Into Its Customer Service…” discusses how Dell continues to ramp up its customer service, but its reputation is still recovering from the blows it took during its bad customer service days. Dell’s descent into bad customer service cost it many thousands of dollars and lost it many customers. Remember the old adage that it’s 3-5 more expensive to acquire a new customer than retain an existing one.
Don’t make the same mistake Dell did. Keep your customers’ needs at the center of your business philosphy and your business plan.