Comments on: Acknowledging good customer service http://www.scrollinondubs.com/2006/04/05/acknowledging-good-customer-service/ Sean Tierney's Blog Wed, 01 Feb 2012 18:58:31 +0000 hourly 1 http://wordpress.org/?v=3.0.5 By: Sean Tierney http://www.scrollinondubs.com/2006/04/05/acknowledging-good-customer-service/comment-page-1/#comment-73 Sean Tierney Thu, 27 Apr 2006 06:42:21 +0000 #comment-73 so not to toot dell's horn anymore on this but just when i thought they couldn't have been more proactive in how they handled that incident, i receive the note below with a return address to a HUMAN BEING in their customer support. they must have an intiative to troll the comments being posted about them in the blogosphere and followup with people to ensure they had a good experience. 5 stars on this Dell- seriously top notch on this whole thing. (and i suppose i should make it clear i have no affiliation with them other than i've owned dell laptops for the past 6yrs- i just think you give credit where credit is due and was feeling like the Rant category on SOD was getting a little heavy...) ***************** From: Margo @ Dell Dear Mr. Tierney, Dell routinely visits online communities to reach out to our customers. In doing so, we have identified you as a customer who provided positive feedback regarding your experience, for which we are grateful. Feedback remains one of Dell's most important tools to improving our service and support, and your blog provided the information we need to review policies, procedures and processes. If you would like to provide additional information, please feel free by way of reply to this e-mail. You can also provide your phone number, if you would like us to contact you directly. Margo *****************8 From: Sean Tierney Margo, you guys are ontop of it. mind if i post your note as a comment on that blog entry. i have nothing but praise for how that whole incident was handled. the only thing i would change from my perspective is don't hide the support request link on your site beneath the troubleshooting wizard when there is an advanced user that knows the problem will require filing a request. again, i understand why you shield the support team from unnecessary traffic but it would be nice to have an advanced user option for contacting you when we know that's what is required to resolve things. ************ From: Margo @ Dell Dear Mr. Tierney, Great observations! Thank you, again. Feel free to post the body of the e-mail; however, I prefer my name and contact information be kept confidential, if you don't mind. Once again, we truly appreciate your comments. This is certainly information we can drive back to Dell's web development team! We appreciate your support. Have a great day! so not to toot dell’s horn anymore on this but just when i thought they couldn’t have been more proactive in how they handled that incident, i receive the note below with a return address to a HUMAN BEING in their customer support. they must have an intiative to troll the comments being posted about them in the blogosphere and followup with people to ensure they had a good experience. 5 stars on this Dell- seriously top notch on this whole thing.
(and i suppose i should make it clear i have no affiliation with them other than i’ve owned dell laptops for the past 6yrs- i just think you give credit where credit is due and was feeling like the Rant category on SOD was getting a little heavy…)

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From: Margo @ Dell
Dear Mr. Tierney,
Dell routinely visits online communities to reach out to our customers. In doing so, we have identified you as a customer who provided positive feedback regarding your experience, for which we are grateful.

Feedback remains one of Dell’s most important tools to improving our service and support, and your blog provided the information we need to review policies, procedures and processes. If you would like to provide additional information, please feel free by way of reply to this e-mail. You can also provide your phone number, if you would like us to contact you directly.

Margo
*****************8
From: Sean Tierney
Margo, you guys are ontop of it. mind if i post your note as a comment on that blog entry. i have nothing but praise for how that whole incident was handled. the only thing i would change from my perspective is don’t hide the support request link on your site beneath the troubleshooting wizard when there is an advanced user that knows the problem will require filing a request. again, i understand why you shield the support team from unnecessary traffic but it would be nice to have an advanced user option for contacting you when we know that’s what is required to resolve things.

************
From: Margo @ Dell
Dear Mr. Tierney,

Great observations! Thank you, again.

Feel free to post the body of the e-mail; however, I prefer my name and contact information be kept confidential, if you don’t mind.

Once again, we truly appreciate your comments. This is certainly information we can drive back to Dell’s web development team!

We appreciate your support. Have a great day!

]]> By: benny http://www.scrollinondubs.com/2006/04/05/acknowledging-good-customer-service/comment-page-1/#comment-72 benny Fri, 21 Apr 2006 07:12:10 +0000 #comment-72 so hows that dell treating you sean :-) -b ( that other guy with the apple, the one not in your office hounding you to get one ;-) ) so hows that dell treating you sean :-)

-b ( that other guy with the apple, the one not in your office hounding you to get one ;-) )

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