Change Management: Rerouting Customer Service Calls at Dell

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A 9 page paper outlining a change management plan for Dell to use to improve both customer service and customers' perception of the service they receive. Dell's customer service problems have become nearly as legendary as its exemplary supply chain management and efficient operation on the hardware side, though it is as negative as its counterpart is positive. The current approach to providing technical support to customers fails practically everyone, and unfairly portrays Indian call centers as repositories of individuals with no computer expertise who speak poor English. The proposed change acknowledges differing technical and language needs. Bibliography lists 11 sources.