Video: Dell's Steve Schuckenbrock on customer-service problems
- TAGS:customer service, Dell, Steve Schuckenbrock
- IT TOPICS:Enterprise Apps
When they learn that Dell is preparing to launch a hosted remote-management offering that it's calling "IT as a service," many people who have been burned by the company's dismal customer service in recent years will no doubt be incredulous at what they'll see as cluelessness on Dell's part.
Clearly, Steve Schuckenbock, CIO and president of global services at Dell, has a lot of explaining to do. Following his presentation on Dell's IT-as-a-service plan at our Premier 100 IT Leaders Conference in Orlando earlier this week, Schuckenbrock spoke with me at length and did some of that explaining. I've posted the full Q&A, but it's hard for that format to do justice to the character of the conversation. Seeing and hearing his responses allow for a more accurate assessment of the sincerity of the interviewee. I believe Schuckenbrock was sincere in proclaiming that Dell has fixed a lot of what's broken and is determined to take care of the rest. Here's a clip from our conversation so you can judge for yourself.
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