Comments for ServiceUnplugged http://www.serviceunplugged.com/blog Does customer service work or is it just a way to prevent businesses doing the right thing? Sun, 05 Sep 2010 20:05:36 +0000 http://wordpress.org/?v=2.0.6 Comment on Is the Customer Service Avatar the next Paperclip? by CustomersAreAlways http://www.serviceunplugged.com/blog/?p=20#comment-14 Sun, 25 Feb 2007 07:04:02 +0000 http://www.serviceunplugged.com/blog/?p=20#comment-14 <strong>"Would You Like Some Help?"...</strong> For those of you who use Microsoft Word for word processing, you’ll understand this little video clip.  It’s that sometimes annoying little paper clip that pops up and asks you, “It looks like you’re trying to [enter action... “Would You Like Some Help?”…

For those of you who use Microsoft Word for word processing, you’ll understand this little video clip.  It’s that sometimes annoying little paper clip that pops up and asks you, “It looks like you’re trying to [enter action…

]]> Comment on Are we truly loyal to Microsoft? Another survey with limited use… by RichardatDELL http://www.serviceunplugged.com/blog/?p=10#comment-4 Thu, 08 Feb 2007 23:40:09 +0000 http://www.serviceunplugged.com/blog/?p=10#comment-4 wanted you to know that we take concerns about our customer excperience seriously and therefore are looking at what went wrong here, in terms of voice recognition as well as support. I am sorry that our customer had less than satisfactory experience because we want Dell customers to love their product and count on the support. Its why we are investing to improve the situation and working with our teams to focus first on "solving the customer's issues" However, also wanted to clarify that the follow up survey referenced is not a Dell sponsored survey. As you point out, the value of some of these follow-on surveys is not all we think that they should or could be. In fact, while this survey was not ours, we do some surveying. We are looking at other ways to more effectively measure and continually learn from customers so that we constantly improve the Dell customer experience and stand out as a leader in our industry and others. Thanks again for the thoughts and perspectives. Thanks of bringing this to our attention. wanted you to know that we take concerns about our customer excperience seriously and therefore are looking at what went wrong here, in terms of voice recognition as well as support.

I am sorry that our customer had less than satisfactory experience because we want Dell customers to love their product and count on the support. Its why we are investing to improve the situation and working with our teams to focus first on “solving the customer’s issues”

However, also wanted to clarify that the follow up survey referenced is not a Dell sponsored survey.

As you point out, the value of some of these follow-on surveys is not all we think that they should or could be. In fact, while this survey was not ours, we do some surveying. We are looking at other ways to more effectively measure and continually learn from customers so that we constantly improve the Dell customer experience and stand out as a leader in our industry and others.

Thanks again for the thoughts and perspectives.

Thanks of bringing this to our attention.

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