Dell to Model Customer Service after PFL

08 May 2007

Andrew Field

Business growth is great, but bigger challenges go with it - Andrew Field, CEO of, provides tips and advice to help you chart a course for your business.

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OK, maybe I’m extrapolating a little with that headline. But it is nice to see that Dell is looking at going to a team system for improved customer service. We made that move five years ago, and our customers love it. Check out this article from Service Untitled, which is a great site for all things related to customer service.

"Dell is considering a team based structure (similar to the ones employed at and Rackspace). They want it so that a customer can deal with the same group of people instead of a whole bunch of relatively random call center agents. This, to me, was the biggest piece of news and quite interesting."

Andrew Field is President of, known by its thousands of happy customers as "America’s Print Shop." He works and lives along the Yellowstone River in southwest Montana.

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