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talking to hyderabad
this case study is being written on a dell computer, it was ordered from the front
room of a terraced house in the south of england at about 10pm one march
evening, within minutes, i had an email from sunita at the hyderabad customer
experience centre to say she would be tracking my order to completion and
giving me updates on its progres . i could look at the progress it was making by
following events on the website, which told me that the components were on
their way to limerick, then that the pc had been asembled, then that i had been
dispatched to the distribution hub where it was joined by the chosen
accesessories. i could see when it crossed from ireland to the uk and when it had
reached the local distribution centre, and finally sunita phoned me to announce
the delivery day and time about one week after was placed
she rang again to ensure that it had arrived and was operating to my
statisfaction. when i mentioned that the cooling fan seemed rather noisy, she
logged a call to the technical support team ( also in india ) and i found myself,
phone in one hand, screwdriver in the other, involved in what can only be
described as the postmodern experience of running a diagnostic test on my pc,
with sunita's colleague talking me throught the process of opening the operating
unit, dismantling the fan and checking the nature of the fault. as a result a local
engineer was dispatched with a replacement component. within ten days the
whole operation was complete to both my and sunita's satisfaction and we said
our farewells
jiwa dell
dia menelepon lagi untuk memastikan bahwa mereka telah tiba dan beroperasi
untuk statisfaction saya. ketika saya menyebutkan bahwa kipas pendingin
tampak agak bising, dia login panggilan ke tim dukungan teknis (juga di India)
dan saya menemukan diri saya, telepon di satu tangan, obeng yang lain, yang
terlibat dalam apa yang hanya dapat digambarkan sebagai postmodern
pengalaman menjalankan tes diagnostik pada pc saya, dengan rekan sunita ini
berbicara saya pikir proses membuka unit operasi, membongkar kipas dan
memeriksa sifat kesalahan. sebagai hasilnya insinyur lokal diberangkatkan
dengan penggantian