Technical support, Indian style
The frustration you feel when your computer or any of its many accessories breaks down is often compounded by having to navigate the help available to resolve your problem. I was on the verge of a burnout level of frustration when my new multifunction printer, fax, scanner resisted my every attempt to get it working. Resigned to my fate, I reluctantly typed dell.com into my browser to start a live chat with a Dell tech representative.
What I thought might be a trial turned out to be the highlight of my day. I was so impressed with the efficiency, knowledge and friendliness of my Dell representative that I feel compelled to share this positive, eye-opening experience. My Dell representative, Shweta, was the epitome of customer service excellence.
As we waited for the files to download, I asked if Shweta was in Hyderabad as I remembered reading in Planet India that Hyderabad was known as the second Silicon Valley. As it turns out, Shweta was in Chandigarh. I mentioned that I was reading One Night @ the Call Center and she replied that she had also read that book and found it enjoyable. I replied that reading it gives me a better appreciation for the work she is doing to help computer illiterate Americans like me 😉 She responded with 🙂 and said it was her pleasure to help.
While we waited for her to download a large file before she could install it on my computer, we had a wonderful chat as she kindly answered my many questions about India and exchanged opinions on books and other topics until the file download was complete.
What could have been a dull and silent interlude turned into a pleasant interaction with this extremely efficient, extremely polite and friendly person from the other side of the planet. After Shweta solved my computer/printer problem, I was almost sad that our conversation had to end. I was most pleased, however, when she asked me if I would like to take an extra minute while she transferred me to her supervisor, who would like to know if there was anything she could do better to serve my needs.
I was very pleased to assure the supervisor that Shweta could not have done a better job as her assistance was perfect in every way. My computer problem turned out to be the most enjoyable part of my day. Thank you Shweta…Dell is lucky to have you!
#Technical #support #Indian #style
