Customer: help! I can’t find my sales rep, account manager, training rep or my program manager!!
Dell: sorry, we laid them off. You can self serve with our awesome website.
Customer: but I have questions and no one to answer them!
Dell: whine much? Ge-z, we told you to self serve, now figure it out.
Customer: my account is messed up and I’m not sure how much I have so I can buy more hardware and services.
Dell: sorry, please self serve; not our problem
Customer: nice, I’ll go to another company who values me and has staff.
Dell: bye! See you soon
2 replies (most recent on top)
They are dragging the layoffs out at the pace of transition so that this scenario doesn't happen for the majority of customers. It's not a terrible plan if staff reduction is the goal.
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