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Dyson Customer Service Advisor Reviews

Updated 30 July 2017
6 reviews

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Customer Service Advisor

2.6
StarStarStarStarStar
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Dyson CEO Jim Rowan
Jim Rowan
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Employee Reviews

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Pros
Cons
  • Senior Management need to listen to their teams and do something about it (in 19 reviews)

  • Middle management not the most competent- many "years of service" style promotions (in 14 reviews)

More Pros and Cons

  1. Helpful (5)

    "Customer Service Advisor"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Advisor in Malmesbury, England
    Current Employee - Customer Service Advisor in Malmesbury, England

    I have been working at Dyson full-time (More than 3 years)

    Pros

    Great commission structure if you sell lots

    Cons

    Terrible micromanagement and constant shifting of KPIs - parameters change one month to the next and senior management are only nice when the turnover of staff is high. When things are going well they tighten every expectation and treat you with little respect. Sales are becoming more and more of a focus, sometimes to the detriment of good customer service, which has resulted in many experienced workers leaving over the last few years.

    Advice to Management

    Take note of the above - individual advisors sell hundreds/ thousands of machines a year and pay their salary many times over. Treat them with more respect and stop ramping up productivity and sales targets whenever you see that people are meeting them!


  2. Helpful (14)

    "Customer Support Advisor"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Advisor in Malmesbury, England
    Former Employee - Customer Service Advisor in Malmesbury, England
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

    I worked at Dyson full-time (Less than a year)

    Pros

    Solid training by experienced staff with real product knowledge.
    Great colleagues. Reasonable wages if you can meet sales targets. Great canteen with decent quality food.

    Cons

    The support centre is basically a hard sell sweatshop. Dyson have abandoned their core mission of providing real meaningful customer support and have decided to maximise sales at all costs. Staff in the call centre are placed under enormous pressure to make sales at the cost of service...Dyson calls it "sales through service". Nice term to cover up for lying to customers, abusing customers and using high pressure sales techniques to persuade customers to buy something that is unsuitable for their needs. Staff are rewarded for selling the most expensive machines...even when it is obvious that the customer has no need for a heavy super powerful vacuum machine for their small home.
    Many people in the call centre simply quit. The pressure is too much and the management don't care. They just want sales.
    The workload is horrendous and management sets absurd productivity requirements and "adherence" levels onto staff.
    It is such a shame. The Dyson company success was built on a vision of high quality products and world class service. James Dyson quotes are plastered onto the walls of the call centre.
    All meaningless. The company,s founding principles have long been thrown out to be replaced by the worst in selling practices.

    Advice to Management

    Listen to your staff. Listen to the team leaders. Assess why your turnover of call centre staff is over 100% per year.
    Get back to the core values that built the company. Because if you don't then sooner or later you will lose sales to other companies that treat their customers (and their staff) with more respect.


  3. Helpful (6)

    "gutted to say the least"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Advisor in Malmesbury, England
    Former Employee - Customer Service Advisor in Malmesbury, England
    Recommends
    Negative Outlook
    Approves of CEO

    I worked at Dyson full-time (Less than a year)

    Pros

    friendly staff,great office,good hours excellent pay

    Cons

    If your face dont fit your not going anywhere

    Advice to Management

    treat everyone equally


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  5. Helpful (4)

    "Good company; rubbish job"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Advisor in Malmesbury, England
    Current Employee - Customer Service Advisor in Malmesbury, England

    I have been working at Dyson full-time (Less than a year)

    Pros

    Well-known company, with a good working environment.
    Excellent staff discount.
    Casual dress code
    Salary is above the "National living wage"

    Cons

    Customers can be incredibly self-entitled and there's little protocol in place should one be forced to deal with difficult customers.
    Higher ups attempt to push advisors to push sales on all customers, regardless of individual circumstances.
    Absolutely no union presence whatsoever.
    Company's sickness policy is overzealous in terms of escalating from sickeness to disciplinary
    No regular desk; inability to customise workspace
    Strict adherence to personal schedule is expected.

    Advice to Management

    Liaise with customer service advisors on a more regular basis; create an encouraging environment which prioritises customers over sales.


  6. Helpful (5)

    "Customer service advisor"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Advisor in Malmesbury, England
    Former Employee - Customer Service Advisor in Malmesbury, England
    Recommends
    Positive Outlook
    No opinion of CEO

    I worked at Dyson full-time (Less than a year)

    Pros

    Decent food. Dyson name looks good on your CV. Cafe talks are interesting. Harrier in the car looks epic as does James Dyson's Rolls Royce.

    Cons

    More bad than good. Treat like crap by management, my manager was ex army and acted like he was still in the army. It was all about sales, expected to sell machines to people who don't need them. Call quality had to be nothing but perfect, bonuses were unachievable as a result. I never got one monthly bonus within the 6 months I was there. High turnover of staff and they wonder why.

    Advice to Management

    Sack in the army now. Stop being so sales driven and actually help customer rather than drive them away. After knowing the quality of the machines I wouldn't buy one.


  7. "Help Deak Advisor"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Adviser/Lead Service Advisor in Chicago, IL (US)
    Former Employee - Customer Service Adviser/Lead Service Advisor in Chicago, IL (US)
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Dyson full-time (More than a year)

    Pros

    Downtown , Great office, Great people to work for and you were always a team

    Cons

    They moved The Help center to Auoroa to far for me.

    Advice to Management

    Keep up the good Work