Today's E-Commerce Times ran an interview that Louise Lee, of Business Week Online, held with Richard Hunter, whom Dell has appointed to fix their problems with how they are handling customer service. Hunter's background is in manufacturing; so, in the words of his interview, he views customer service as "a giant process." As a matter of fact, it is interesting to see how he elaborates on this: "The input is calls, e-mails, and questions on the chat board. There are tens of thousands of people in the center following a process. The output is satisfied customers. That's the theory." So it should not come as any surprise that none of the variants of the word "communicate" ever appear in this interview (nor, for that matter is there any allusion to the concept of "engagement")! Needless to say, I was very disconcerted by this interview and have submitted a Talkback comment. As of this writing it has not yet passed into the system, but it will probably be worth checking the link to the interview to see if it surfaces!Addendum: The Talkback comment surfaced on June 19!
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