I’m about to write a blog post, which I really didn’t expect to be writing. It’s about my experience ordering a Dell PC and the level of customer service I received.
Dell customer service experience
On Saturday 26th June, I ordered a new PC from Dell. The ordering process was simple and within 10 minutes, I had picked all the components I wanted, so Dell could go and get the thing built. After the order, I used their instant message facility to ask a Dell advisor a simple question, regarding my invoice. The advisor asked for my phone number and by the time I had typed in my question, he had already called me to personally answer it!
Just 6 days later, my new PC arrived in perfect condition – 5 days ahead of their typical delivery schedule.
Throughout the process, I was kept up to date on the progress of my order, via a series of emails and access to a regularly updated tracking section on the Dell website. Just a couple of days after my order was placed, I received another phone call from Dell, telling me that my machine would be ready for an earlier than expected delivery; unless I wanted to pick a later delivery date. When the machine arrived, Dell had already updated all the drivers, meaning the set-up process took minutes. I unpacked it, plugged it in and was ready to start working immediately.
I am left with a PC, which cost me significantly less than a similar ‘spec machine from a big box store. Moreover, I am also left mulling over an outstanding level of customer service, from a company that I had previously heard mixed reviews about.
In the days before social media, it was said that when a customer had a good experience, they would typically tell 3 people, but when they had a bad experience, they would tell 10 people. Today, people have a far bigger voice and hopefully, this will lead to better customer service for us all. After all, no provider wants to see their name or brand slapped all over Facebook or Twitter, for bad customer service.
However, I believe that it’s right, when we have had a very positive experience, to be just as proactive as when we have a bad one. Surely, when a company clearly over-delivers on their promises and exceeds our expectations, they should be worthy of praise, just as they are worthy of lambasting, when they let us down?
What do you think?
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