Completed service call, While closing out a completed

Completed service call

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Reference no: EM134041819

Question

While closing out a completed service call, the client tells you that they are happy with the service you provided. However, they add that they are frustrated with Dell support because the wrong part was sent the first time which caused the need for you to be dispatched for the follow-up call. How do you respond to the customer's dissatisfaction with Dell support because of the repeat service call? Tell them you're sorry to hear that and try to complete the service report before they complain more. Let them know Dell Support is better than many other vendors. Tell them you hear that often, transition to explaining the survey and let them know that they can rate Dell Support as well as your performance. Just make sure to ask that they rate you separately from support and that you are the last question on the survey. Let them know that Dell takes the feedback seriously and is always looking for ways to improve. Inform the customer that there will be a survey after the service event where they can provide feedback.

Reference no: EM134041819

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