🚀 go-pugleaf

"WSZsr" <nospam@hotmail.com> wrote in message
news:6XM1c.26560$Iw2.15124@newssvr24.news.prodigy.com...

 It is the 80% to 90% of the total calls that are the result
> of self-inflected software issues that negatively impact the quality of
> technical support.



Could you please provide a reference for this statistic?


"WSZsr" <nospam@hotmail.com> wrote in message
news:6XM1c.26560$Iw2.15124@newssvr24.news.prodigy.com...
> If Dell and others had only to deal with hardware failures it would not be
> so challenging. It is the 80% to 90% of the total calls that are the
result
> of self-inflected software issues that negatively impact the quality of
> technical support.
>
> "Phred" <ppnerkDELETETHIS@yahoo.com> wrote in message
> news:c27je6$1q0nq7$1@ID-151056.news.uni-berlin.de...
> > In article <104dhf2lg7a2h95@corp.supernews.com>,
> > "Irene" <girlsrule@hotmail.com> wrote:
> > > I am in customer service, and during training, I was advised it costs
a
> > >> company something in the order of 7 times more to try to win back a
> *lost*
> > >> customer(or aquire a new customer) than to try to retain an existing
> > >> customer.
> > >
> > >My father was in a service business for more than 40 years, and I
> remember,
> > >vividly, him making that same comment many, many times. Another comment
> he
> > >often made was, "the best way to keep a customer is with a quality
> product
> > >and quality service". I am not sure that  business practices such as
> those
> > >exist within any large corporation, any longer.
> >
> > I think the problem we have with the PC industry is that the margins
> > just aren't there now to support the type of "personal" service many
> > of us became accustomed to expect over years past.  And even if the
> > percentage margins were still there, the actual dollars aren't.
> >
> > Once upon a time my "ideal" PC system (i.e. including VDU and
> > printer) always seemed to cost $4000 (talking Oz dollars here -- you
> > yanks may have had it better).  Hell!  I even managed to sell my
> > original 8088 system after three years for $2000.  (Largely because it
> > had a "huge" 30MB HDD instead of the standard 20MB of the time. :)
> >
> > Now, you can get a damn decent system for about $2000.  Meanwhile the
> > cost of everything else, including labour, has been going up and up.
> > (Try buying a new higher-performance car, or a better house, for half
> > the price you would have paid for your old one 15 years ago!)
> >
> > Companies like Dell have a survival strategy of huge turnover to make
> > up for lower margins as much as possible.  That wouldn't work even if
> > the unit cost of subsequent service and support remained the same!
> >
> > To be fair, I guess there has been some scope for reductions here due
> > to more reliable components, and more experienced users.  But these
> > positives are countered to some extent by more complex systems leading
> > to more "problems", for even experienced users; and are overwhelmed by
> > the increased cost of labour to provide the support.
> >
> > It's really no wonder such companies are trying to cut back on unit
> > support costs any way they can!  (Mind you, I agree with Irene that
> > making a reliable quality product to begin with would be a good place
> > to start. :-)
> >
> >
> > Cheers, Phred.
> >
> > -- 
> > ppnerkDELETE@THISyahoo.com.INVALID
> >
>
>