Helping Customer Comic Strips - Page 11
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Dilbert says to The Boss, "A customer keeps asking when we'll deliver the stuff they bought." The Boss asks, "When will we?" Dilbert responds, "Never, you lied to them to get their business." Dilbert continues, "You took their money and gave them nothing. Do you know what that makes you?" The Boss exclaims, "The winner!"
The Boss points to a slide of a man making a funny face and says, "We've expanded our customer disservice program." The Boss points to the next slide of a technician saying, "Uh.. reboot." The Boss continues, "...Doubled our unhelpful technical support advice." The next slide is of a customer leaning back with one hand on the phone and the other holding his stomach, saying, "So... hungry." The Boss continues, "... Stretched our telephone hold times to lethal durations..." Wally, Dilbert, and Alice listen as The Boss' voice continues, "... And cleansed our online support database of all useful articles." The Boss says, "Our goal is to force customers to form support groups." The Boss continues, "Over time, with luck, we'll train customers to do our manufacturing and shipping, too." Wally raises his hand and asks, "May I train a customer to do my job?" The Boss replies, "Sure." A little boy sits in front of a computer with a cup of coffee in his hand. He asks Wally, "So.. what do I do?" Wally responds, "You're doing it."
Dilbert is sitting at his computer. The Boss approaches and says, "I need you to go on an international sales call." Dilbert asks, "How should I dress?" The Boss responds, "Salespeople should dress one level above the customer." Dilbert is dressed like God. He has a lightning bolt in one hand and a cherub staff in the other. He asks Dogbert, "What's better - the cherub or the lightning bolt?" Dogbert responds, "Take both. You can't overdress at the vatican."
Dilbert points to a slide and says, "As requested, I put together a list of functions we should outsource." Dilbert continues, "I limited my list to things we don't do well." The Boss and Wally listen as Dilbert's voice continues, "Marketing, quality control, engineering, finance, human resources, and customer support." Dilbert says, "That leaves us with our core competence..." Dilbert continues, "... Sitting around a brown table." Dilbert says, "And, of course, our ability to speak honestly without fear of retribution." The Boss says, "You will never get another raise as long as I'm alive." Dilbert responds, "Well, that puts a lot of pressure on the brown table strategy."
"As you requested, this price quote includes absolutely every expense you'll incur!" "If that's true, you won't mind signing the 'Alice Side Agreement." "'In the event of hidden costs, customer will repeatedly punch vendor while telling 'you freaking weasel!'" "Pen?"
"I have some disturbing news." "We outsourced our customer-service function to India a few years ago." "So?" "Apparently, they subcontracted the job to Mexico." "Then Mexico subcontracted to Vietnam, who subcontracted to the Philippines.." "..Who subcontracted it to us." "It turns out that we're the lowest-cost provider because we lie about our hold times." "In summary, we pay ourselves to hose ourselves." "Are you thinking what I'm thinking?" "We should raise our prices?"
"Tina, we need some customer success stories for the web site." "The closest things we have are these complaint letters. Just change a few words." "Change 'kick' to 'kiss' and this one is done, albeit disturbingly."
Man: "When I'm not helping team members, I like to feed the poor or read to blind people." "I don't care about money. All I want is a chance to help humanity reach its fullest potential." The Boss: "You're so wonderful. It's making me cry! You're hired." Man: "Excellent." The Boss: "Come meet the team." "I have a special skill for identifying good people." "It's part instinct, part experience." "And yes, maybe just a little ESP." "Watch this." "Alice, your favorite color is...mitten?"
The boss: "Hey, it's a customer!" The boss: "You're in luck; our next version has every feature you'll ever want!" Man: "It does?" "I was ready to buy your current version... but I guess I'll wait." The Boss: "When will our new version be ready?" Dilbert: "In a year." "The new version will leapfrog our competition." Man: "Leapfrog? That implies that they have better products right now." The Boss: "BUY OUR PRODUCT, YOU STINKIN' PILE OF CRUD!!" "SLAP!" "I have to run. Try not to blow the sale."
The Boss: "This apple will remind us of our CORE values: respect, customer service, and teamwork." Dilbert: "The apple's core is the part you throw away." The Boss: "Not always. Sometimes I accidentally eat it." Dilbert: "Maybe the stem can represent our loyalty to the company."