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DCSE: PowerEdge 1550 Self-Study Version 0.3, 4 December, 2000
Page 18 Dell
The key to success of this model is the link between Dell Tech Support and
the Field Organization. The Customer Experience should be seamless, so that
the customer sees nothing but a smooth transition from the Dell Tech Support
Technician to the Field Service Technician.
If the process is not well integrated, the customer experience will not meet
Dell standards. Our service is only as good as your execution in three areas:
People, Processes, and Technology.
People
Dell Tech Support and the Field Service Technicians are a team. All of us
are part of the Dell organization, and each technician is expected to be
responsible for correcting the customer situation. Own It!
Field Service Technicians are an extension of Dell. They are the eyes and
ears of Dell at the customer location.
Field Service Technicians should have the same passion for customer
service that Dell has.
Field Service Technicians should:
• Be responsive to the customer.
• Have a sense of urgency about delivering service.
• Notify Dell of any customer issues so they can be handled immediately.
• Understand that service is one of several aspects of Dell that differentiates
Dell from the competition.
Processes
Processes were developed jointly so there would be seamless integration
between companies. You are expected to recognize that the Dell Service
Model is different from your own company’s procedures and to follow the
Dell servicing procedures.
Technology
Systems were designed with secure EDI transactions and web-based tools.
If you do not close the call correctly, the information does not get to Dell
Tech Support and the customer does not get the correct updated
information.
Virtual Integration Benefits Dell
The model enables Dell to provide its customers with well-trained
experienced technician support. Using Internet technology and Dell Tech
Support Technicians to solve problems for customers helps keep the costs
at a minimum.