Here is a round up of the three part interview with Richard “Dick” Hunter, Dell’s Vice President of Consumer Customer Experience and Support.
The interview is a three part interview that lasted was posted on Service Untitled during the week of May 14, 2007. Each part, along with a description is listed below. Be sure to check out some of the other interviews featured on Service Untitled by clicking here.
Part 1 - Link
This part of the interview talks about why Dell’s customer service worse, who made the decisions that caused Dell’s customer service to worsen, and talks about Dell’s current position with outsourcing and offshoring. It also talks about how Dell comes up with its customer satisfaction numbers.
Part 2 - Link
In this part of the interview, Dick discusses what Dell’s biggest disadvantages are, what marketting efforts they have made, what he thinks people can learn from Dell (with tips about opeartions), and where he thinks Dell’s service is now.
Part 3 - Link
In this third and final part of the interview, Dick tells us what Dell’s biggest disadvantages are, what marketing efforts they have made, what he thinks people can learn from Dell (with tips about operations), and where he thinks Dell’s service is now.
An Interview With Dell’s VP of Customer Experience…
I’m sure many of us are wondering what Dell is up to these days in terms of customer service - at least I am anyways! Just when I was going to hop over to the Dell blog to check out……
Trackback by CustomersAreAlways — May 17, 2007 @ 4:30 pm
[...] A majority of this week has been dedicated to the interview with Dick Hunter of Dell. The interview (which I highly suggest reading) is done now, so it’s back to your normal programming. [...]
Pingback by Service Untitled » The hardest part about customer service. - customer service and customer service experience blog — May 18, 2007 @ 3:23 pm
Carnivale of Customer Service: The Learning Edition…
I am so looking forward to partying with y’all here at the Carnivale today ;) If you’re new here and want to participate, visit the Carnivale of Customer Service info page. As always, we have something to learn from each……
Trackback by CustomersAreAlways — May 21, 2007 @ 4:11 pm
[...] How Dell is overcoming all these challenges? Found out all about it from Dick Hunter’s three-part interview with Service Untitled. [...]
Pingback by Custserv » Service Untitled Interviews Dick Hunter, VP of Customer Experience at Dell - The New Competitive Edge — May 22, 2007 @ 2:15 am
[...] People who have been reading Service Untitled for a while know I have interviewed people heavily involved with customer service at both Dell and HP. At Dell, I interviewed the company’s VP of Customer Experience, Dick Hunter (link). At HP, I interviewed the company’s manager of consumer service, Janice Liu (link). Both interviews were really interesting and among my favorite interviews on the site. [...]
Pingback by Service Untitled » Two Stories from the Big Computer Companies - customer service and customer service experience blog — October 22, 2007 @ 4:42 pm