Recently I was disappointed with a customer’s service department of a website for there inadequate options on the frequently asked questions so I wrote them a letter. I have included it below for your reference.
Dear [Name removed to protect the innocent]
I would like to say that I have no problems whatsoever but I’m a little unsure, Can you tell me if there is a frequently asked questions section for those who may have forgotten the questions they wanted to ask when logging into your site. I feel that this is a common occurrence but something that has been neglected by your administration there.
This should cover all the available options that could be on someone’s mind when logging into the computer, should it be simple like ‘Does [said website] know the meaning of Life” (Yes but we’re not saying) to the complex “Can you tell me if my computer is on” (Yes but we’re not saying).
I think that until this has been implemented that the frequently asked questions is severely incomplete.
So this brings me to my point. Does customer service really serve a customer or is it now too much of a buffering tool to make hardworking absentminded people such as myself forget the thoughts they have before they actually want to ask the specific question. Understand?
But even with current frequently asked question sections I personally wonder why I have to answer questions correctly for the help section to know what I want help with. Can’t it intuitively interpret my answers that I’m thinking about fruit and colours to know that I want to look into Volkswagen Beetles with fluffy polyester interiors? Why does it require such specific information without a random assumption that I don’t actually know what I’m talking about. Considering the impression most IT professionals have of technical questions it might not be the best thing to assume.
So my solution to such an issue is to have a government funded body just for getting people working with Frequently Asked Questions and other such Customer Service tools. Maybe call them the Department of Infrastructure for Persons Seething with Technical Issues on Computer Keyboards (DIPSTICK). If we can’t throw some money at some public servants to help us out, what hope is there really to go on in this world.
Still, I should get back to my point on this blog. It had it before, I remembered it halfway through but now it’s gone again.