Dell’s technical-support staff have the power to do more : Recruitment and training ensure quality customer service

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.