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Dell’s technical-support staff have the power to do more: Recruitment and training ensure quality customer service

Teena Bagga (Assistant Professor based at Amity Business School, Amity University Uttar Pradesh, Noida, India)
Geetanjali Khanna (Amity Business School, Amity University, Noida, India)

Human Resource Management International Digest

ISSN: 0967-0734

Article publication date: 5 August 2014

Abstract

Purpose

This paper aims to describe how computer giant Dell recruits and trains its technical-support staff.

Design/methodology/approach

The paper reveals the competencies the company seeks in its recruits and how the recruits are developed.

Findings

It highlights the importance of being tech-savvy, patient and adaptable and having a positive attitude, good communication skills, empathy with customers and loyalty to the organization.

Practical implications

It explains that the company’s competency-based interview questions are designed to elicit details about the work the candidate has done, the way he or she has completed that work and the environment in which he or she worked.

Originality/value

It provides a good insight into the recruitment and training of technical-support staff at a major international organization.

Keywords

Citation

Bagga, T. and Khanna, G. (2014), "Dell’s technical-support staff have the power to do more: Recruitment and training ensure quality customer service", Human Resource Management International Digest, Vol. 22 No. 6, pp. 7-9. https://doi.org/10.1108/HRMID-08-2014-0112

Publisher

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Emerald Group Publishing Limited

Copyright © 2014, Emerald Group Publishing Limited