Project on: Customer service and support

Submitted To: Pranay verma

Submitted By: Pawan Kum

Definition
Customer service and support: Customer service and support (CSS) is the part of a
company's customer relationship management (CRM) department that interacts
with a customer for their immediate benefit, including components such as the
contact center, the help desk, and the call management system.
The full service cycle of:
➢ Logging of the initial service request by the customer.
➢ Verifying the contractual coverage as regards warranties and guarantees.
➢ Assigning and sending out appropriate field engineers.
➢ Supporting field engineers in the form of access to the organization
database.
➢ Providing depot repair.
➢ Billing of customer.
When you need assistance with your Dell products
Have you recently purchased a Dell product and need some help getting started?
Do you suspect that your Dell product has a hardware fault?

We can help you. Dell Support Services provide a hardware fault diagnosis and
repair service for your Dell product, for the duration of the service period,
provided via the internet, chat (live interactive support), email and telephone. This
does not affect your statutory rights.
At a glance:

Getting-started assistance for 30-days after delivery of your Dell product

Online support for self help and hardware fault diagnosis and resolution

Contact Technical Support for diagnosing and fixing problems

A repair and replacement parts service, if required after completion of Dell’s problem
diagnosis procedures

There is separate chargeable support service available, Presto. Presto will tackle
almost any Windows version, virus, spyware, security, installation, home network
or application.
Help you
 • Installation and configuration advice on your Dell product for the critical
first 30 days after delivery;
• Comprehensive online help via the web, email and chat support with a Dell
Technician;
• Hardware problem diagnosis and resolution service either via email, chat live
interactive support or by telephone call with a Dell Technician;
• A repair and replacement parts service, if required after completion of Dell’s
problem diagnosis procedures.
service cover
Dell’s Support Service is purchased with your Dell computer or other Dell product.
To confirm the period of service cover see your invoice, check in “Service Direct”
and select Warranty Information. You can extend the service period after purchase
up to the maximum cover period for the product by calling Dell Sales. This does
not affect your statutory rights.
Dell for Technical Support?
• Visit http://support.euro.dell.com for online support tools and assistance via
email. Chat support with a Dell Technician is available for specific Dell
products.
• Call your local Dell office for assistance; International contact numbers are
provided on document supplied with your Dell product and on Dell’s
website: http://support.euro.dell.com under “Contact Us”.
Dell Technical Support work?
Self-Help Online: Most support questions can be answered with Dell’s online
problem-diagnosis tools and information resources. Comprehensive online
support is available free of charge 24 hours per day to all Dell customers at
http://support.euro.dell.com.

Contacting Dell for Help: Email support is available via

http://support.euro.dell.com providing a response within one working day.
Online chat, providing live interactive support with a Dell Technician, is also
available for selected countries and products. Online support can resolve many
problems quickly without the need to wait for an engineer. Standard telephone
support and service is provided Monday-Friday during local business hours
(excludes weekends and public holidays). Dell also offers premium service
options with evening, weekend and 24x7 telephone support. Before contacting
Dell Technical Support, you should identify the “service tag” number and model
of your product and be with your system to assist the Dell technician. The
service tag can be found on a white label on the product itself. The Dell
technician will also ask for your name and company (if any) to verify your
identity and your email address to enable important information to be sent to
you.

Assisting the Dell technician to diagnose the problem: For each contact, the
Dell technician has been trained to undertake a process to ensure the fastest
possible resolution. To do this the technician will request your assistance to help
“troubleshoot” the problem in order for the technician to diagnose the fault. The
Dell technician will work together with you to ensure that you are properly
instructed on how to proceed. The diagnostic process will enable the Dell
technician to identify the system part that has failed, if any, so that a
replacement part can be provided.

Booking a Service Call: Once the need for a service call has been confirmed by
the Dell Technician, it will be booked as early as possible, often as soon as the
next working day, if convenient to the customer. Dell Support Services have two
delivery methods; Customer Replaceable Parts and Engineer Replaceable Parts.
Dell may opt to send a product part, which can easily be replaced by the
customer, directly to the customer. Note that a premium 4-hour response service
is available for selected Enterprise products.

Dell’s engineer and parts repair service: When the Dell Technician identifies
the need for a customer replaceable part, this will be sent by courier. When the
need for engineer service is required, next steps depend on the type of service
purchased and include:
 Collect and Return Service: This can collect the product the next business day
and a Dell-certified engineer will repair and return the product within a further
five business days.
At-Home Service: This can place a Dell-certified engineer at the customer's
location within 5 business days, at a pre-arranged time*.
Next Business Day On-Site Service: This can place a Dell-certified engineer at
the customer's location the next business day.

Easily assign, track and manage customer support requests

➢ Automatically assign new requests and notify the appropriate users based on
your preferences.
➢ When a repetitive issue, you can select a pre-filled issue from a drop down
menu and enter only specific information about the issue.
➢ Allow your customers to submit service requests via email. IssueTrak will
create a new request using the emails content, and then assign and notify the
appropriate users. Customers will receive notifications as the status of their
issue changes.
➢ Assign numerous tasks within a single support request. Tasks can be assigned
to anyone in your organization and can even be given dependency levels and
cancelled based on a response to a previous task.
➢ Administrators can define service level agreements and monitor compliance.
Email alerts are sent to individuals or groups when defined service deadlines
are approaching.
➢ Customize your dashboard to show the metrics you care about the most. Easily
see the number of unassigned, open and escalated issues, average response
time, and open incidents by assignee, type and priority.

Create and run reports

➢ The reporting options available in stretch as far as your creativity will allow.
Create and run reports on numerous data fields to use in your decision making.
➢ Schedule reports for delivery to specific people in your organization via email.

Organize and search past requests

➢ Maintain a collection of resolved issues right at your fingertips. Search your

open and closed issues based on one or numerous fields.
➢ Create articles from resolved issues instantly or write them from scratch.
➢ Email articles to customers with open incidents or allow staff and customers
to search your articles to help them resolve issues.

Feature
➢ Respond to customer cases across a variety of mediums, including e-mail,
phone, fax, or other channels.
➢ Log and analyze e-mail communications in order to better serve the
individual customer—and future customers.
➢ Send an automatic reply to customers confirming the receipt of the e-mail,
along with a case number.
➢ Segment and prioritize customer support cases according to customers
who’ve been waiting the longest, the types of service contracts you offer, or
any other criteria that you set.
➢ Route and track support cases according to product, issue, case type, partner
or customer, giving customers a specialist in each area to address their
concerns.
➢ Notify customer service reps when a customer support case has been
assigned to them, and enable them to view the complete customer record,
including sales, service and accounting histories.
➢ Escalate more complex cases either manually or automatically to leads or
managers for quicker resolution.
Benefits
➢ Cut costs and improve workflow by automating the business processes
associated with customer support case assignment, management and
escalation.
➢ Route cases intelligently, enabling fast, efficient prioritization of all your
customer support cases.
➢ Save valuable time by giving support reps all the information they need
within a single, powerful application; reps no longer waste time hunting for
contracts, invoices, or other data in disparate systems or departments.
➢ Meet the requirements of your support agreements and give customers the
world-class service that will lead to longer, more profitable relationships.
➢
➢ View escalated support cases as part of reports and key performance
indicators (KPIs), giving customer service reps the ability to analyze this
data with a few clicks on the Real-time Dashboard.
➢ Keep service reps in the loop by notifying them whenever changes are made
to their assigned cases; they will also be notified when someone changes the
priority or status on a case.