Response to Lia Moreggis Customer Service Post

Lia I couldnt agree with you more. Good customer service is something that is very hard to find nowadays. ESPECIALLY when it comes to dealing with a firm over the phone. Poor customer service and weak/unhappy relationships with customers is simply bad business. The term "The customer is always right" may not be true but it is how you should run your business. After all, what is a business without customers? Probably the worst customer service experinece(s) I have ever had was with Dell Computers Inc. My computer was randomly shutting off in the middle of me using it, and I kept losing things I was workign on for school. So I called Dell to help me fix the problem. My experience began with close to a half hour wait before I talked to a real human being. Once I was finally connected with something that wasnt a machine I found myself talking to an indian man with an extremely heavy accent. Now I dont really have a problem with outsourcing certain parts of a business overseas to save money, but when it comes to the customer service hotline I think it is absolutly ridiculous to outsource something like that to people who dont have a full grasp on the language of the people they will primarily be helping. Now I am on the phone with someone walking me through steps to fix an extremely complicated peice of eqiuiptment and I can barley understand him. On top of this everytime I asked to him repeat himself he seemed as though he was getting frustrated with me. This proceeded to happen several more times when I called with different problems that I had with the computer. Needless to say I will never purchase another Dell computer again. I think good customer service is something that is really overlooked by managers and business owners and is really an essential part to a succesful business.