The Dyson Call Centre is much more than what the phrase 'call centre' brings to mind. It is in fact a help and resources centre that is open nearly every day of the year from 8am 'til 8pm. It has a large work force of very well trained people from all walks of life. These very friendly people have all started with a crash course on the construction of Dyson vacuum cleaners and how they work.
This is followed by how to diagnose problems so as one can fix problems for a customer or give any advise needed over the telephone and if need be, arrange a visit by an engineer to a customers home. Spares and consumable parts can also be ordered over the phone and despatched the same day with a dedicated computer controlled system.
Dyson take great pride in their ability to listen to customers problems and achieve customer satisfaction, even if that means quite a long phone call. There can be all types of misunderstanding which can lead to a customer being quite upset when they first ring the help line, and the operators nearly always achieve a situation where the customers problem has been resolved, and that customer is ready to finish their call a much happier person often praising the help they have received.
The Customer Help Line
To be a customer care person in the Dyson Call Centre a new trainee has to undergo a two week course of thorough product knowledge, which entails how to diagnose any possible fault with the products. They also have to be trained how to use the fairly complex computer system that gives access to any information that might be needed to help a customer ringing the help line. Then there is also training on how to use the telephone system and how to handle customers of any type and in any mood so as to leave them a satisfied customer.
First week of training
The first week is much like being back at school although every pupil is very keen and well behaved, also the teachers are human and treat you likewise. The day is divided into lessons with several very experienced tutors, who have all been through this course. The usual work place responsibilities are dealt with such as fire precautions, safety training including watching videos and tours of different departments, with introductions to other members of the work force. In your small group all together for the first time and new to the environment, you quickly get to know each other, with your common bond of being the new intake.
Second week of training
Every day of training all the trainees, usually about sixteen, meet up together in the canteen where they await collection by their tutors, as the place of training can be in many parts of the factory and can be subject to change when unexpected situations occur. The course demands much working with a partner or as a group, so a team spirit is quickly achieved unintentionally but to the great advantage of all. There is much humour for many reasons, spontaneous and intentional.
The vast amount of knowledge taken in can feel like information overload, but it soon falls into place. Most if not all of the trainees feel a lack of confidence on many occasions, and this level rises and falls but this is expected, and the team spirit between tutors and pupils copes with this very well.
Every lesson and every day it is checked to see if all pupils are up together with understanding what has been taught, so unlike school days. You do, all proceed at your own pace but a supporting hand is felt against your back stopping you from falling, and pushing you on in the right direction so as not to miss your next connection.
Third week, 'going live'
In theory by the time you get here you are ready to go live on the telephones and help customers with any conceivable problem, but you have the superb knowledge that at any point you are unsure of anything at all, you have about seventy five very experienced operatives around you, who you can call upon to guide you in the correct direction, whilst your customer kindly bares with you a few seconds on hold.
If things become too difficult through lack of experience, then if necessary, there are dedicated operators ready to assist or take over a call. This gives you a huge confidence boost that allows you to become quickly up to pace at your speed, through repetition of keyboard procedures and customer conversation.
David Forward
