Dell Computer Corporation Informative - You Know What?? - Dell Customer Service
ALABAMA -- I have read many comments about Dell customer service. Obviously a lot of people don't like the way the company handles peoples' concern. Consumers are not satisfied with the quality of support they are getting - consumers are getting a hard time understanding the representatives because the representatives are non-native English speakers. Come to think of this guys, would you really expect these agents to speak fluently in English?? They are used to with their own native tongue..Just put yourself in their position....You are an American born in the usa and for example, you learned to speak Spanish. Would you expect yourself to properly and fluently speak the language? Nah.. I don't think so!! So my point here is, don't expect too much. Representatives are there to help you. Representatives are trying to extend the most that they can do to resolve your issue.
I understand your frustrations, but give the agents a consideration also. Do you know that they work in the evening? Basically if you're calling India or the philippines, it's evening there and morning in the us. It is hard to work in graveyard shift and it is hard to make the mind think properly.. By the way, about reading scripts... It may be true that some representatives are reading the troubleshooting documents. I believe there is no problem with that. I believe no one can ever memorize all the information of various models. Just think that Dell has at least 50-100 models of PCS or printers, could you memorize the long troubleshooting process that you need to do. Take note not all models function the same way and obviously they will have different parts and different approach in resolving problems. One thing more, even American call center agents also read scripts. They need to. They need to because they need to follow the call flow procedures made by the company. It is a requirement to open troubleshooting documents (scripts) to get a perfect qa grade. Yes, almost all of call centers has a script that serves as a pattern. Whether an agent likes it or not, he or she needs to open the so-called script, or else the agent will have a markdown...
From: someone in the philippines
note: (i am not a Dell agent)