Dell’s technical-support staff have the power to do more: Recruitment and training ensure quality customer service
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
:Emerald Group Publishing Limited
Copyright © 2014, Emerald Group Publishing Limited