Comments on: (800) Too Many Phone Numbers http://www.serviceuntitled.com/800-too-many-phone-numbers/2007/03/07/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: RichardatDELL http://www.serviceuntitled.com/800-too-many-phone-numbers/2007/03/07/comment-page-1/#comment-9294 RichardatDELL Fri, 09 Mar 2007 05:49:12 +0000 http://www.serviceuntitled.com/800-too-many-phone-numbers/2007/03/07/#comment-9294 You raised some important issues about service, and in this blog post about too many 800 numbers. As we at Dell moved to revamp our techncial and customer support starting in the last couple quarters, spending over $150 million incremental dollars, you are right. Too many phone numbers was (and still is) one of the issues. However, in just several months we reduced the number of toll-free numbers by 83 percent, making it much easier to contact Dell to know what number to call. We've also reduced the number of phone queues by 38 percent, making it much less likely to end up in the wrong place. Now, we are not yet where we want to be but the early results of this are pretty promising. Our technology support transfers are down 62 percent since the start of last year, and we've seen a 10 percent increase in customer satisfaction for tech support where we've implemented these changes. Thought you and your readers might find those facts related to your blog to be of some interest. Thanks too for the commentary on the importance of these issues. You raised some important issues about service, and in this blog post about too many 800 numbers. As we at Dell moved to revamp our techncial and customer support starting in the last couple quarters, spending over $150 million incremental dollars, you are right. Too many phone numbers was (and still is) one of the issues.

However, in just several months we reduced the number of toll-free numbers by 83 percent, making it much easier to contact Dell to know what number to call. We’ve also reduced the number of phone queues by 38 percent, making it much less likely to end up in the wrong place.

Now, we are not yet where we want to be but the early results of this are pretty promising. Our technology support transfers are down 62 percent since the start of last year, and we’ve seen a 10 percent increase in customer satisfaction for tech support where we’ve implemented these changes. Thought you and your readers might find those facts related to your blog to be of some interest.

Thanks too for the commentary on the importance of these issues.

]]> By: Louise Kursmark http://www.serviceuntitled.com/800-too-many-phone-numbers/2007/03/07/comment-page-1/#comment-9172 Louise Kursmark Thu, 08 Mar 2007 13:12:25 +0000 http://www.serviceuntitled.com/800-too-many-phone-numbers/2007/03/07/#comment-9172 As a consumer, I shout "halleluia" at the idea of one phone number but ESPECIALLY having a real person answer the phone and direct your call. I know companies did away with this in favor of automated call-routing systems, but frankly, they stink. Luckily I have low blood pressure, because I can feel it rise every time I get into one of these systems and have to listen to a fake-cheery voice telling me how important my call is and asking me dozens of questions to get me to the right place. I am always in a better frame of mind when a helpful human answers my call and efficiently directs me to the right department. And isn't that what customer service is all about? As a consumer, I shout “halleluia” at the idea of one phone number but ESPECIALLY having a real person answer the phone and direct your call. I know companies did away with this in favor of automated call-routing systems, but frankly, they stink. Luckily I have low blood pressure, because I can feel it rise every time I get into one of these systems and have to listen to a fake-cheery voice telling me how important my call is and asking me dozens of questions to get me to the right place.

I am always in a better frame of mind when a helpful human answers my call and efficiently directs me to the right department. And isn’t that what customer service is all about?

]]> By: Custserv » Customer Service Blogs Round-up - The New Competitive Edge http://www.serviceuntitled.com/800-too-many-phone-numbers/2007/03/07/comment-page-1/#comment-9134 Custserv » Customer Service Blogs Round-up - The New Competitive Edge Thu, 08 Mar 2007 07:20:49 +0000 http://www.serviceuntitled.com/800-too-many-phone-numbers/2007/03/07/#comment-9134 [...] Service Untitled posted a good suggestion on how to provide excellent customer service over the phone. I agree that it’s not good for business to have many numbers for several departments. While having many numbers gives the impression that your business is highly diversified, the downside is that it confuses your customers. It’ll be easier to have one number to remember and best to have a person at the end of the line who will handle the call and direct it to the concerned person. [...] [...] Service Untitled posted a good suggestion on how to provide excellent customer service over the phone. I agree that it’s not good for business to have many numbers for several departments. While having many numbers gives the impression that your business is highly diversified, the downside is that it confuses your customers. It’ll be easier to have one number to remember and best to have a person at the end of the line who will handle the call and direct it to the concerned person. [...]

]]> By: » links for 2007-03-08 » Supples’ Pub http://www.serviceuntitled.com/800-too-many-phone-numbers/2007/03/07/comment-page-1/#comment-9105 » links for 2007-03-08 » Supples’ Pub Thu, 08 Mar 2007 04:29:57 +0000 http://www.serviceuntitled.com/800-too-many-phone-numbers/2007/03/07/#comment-9105 [...] Service Untitled » (800) Too Many Phone Numbers - customer service and customer service experience blog (tags: business customers) [...] [...] Service Untitled » (800) Too Many Phone Numbers – customer service and customer service experience blog (tags: business customers) [...]

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