· Naughties
· · 2003
· · · December
· · · · 28 (2 entries)

To Customer Service · Dear Cus­tomer Ser­vice: To­day I had a prob­lem and called your help-line. I (like quite a few peo­ple) would pre­fer to solve the prob­lem my­self us­ing your web­site, and I (like an in­creas­ing por­tion of the pop­u­la­tion) am per­fect­ly com­pe­tent to do so. Un­for­tu­nate­ly, your web site does not have a so­lu­tion to this par­tic­u­lar prob­lem, so I need to talk to a per­son. Imag­ine my dis­may when, at three suc­ces­sive lev­els of tele­phone menu, I have to lis­ten to lengthy ex­hor­ta­tions on the won­der­ful­ness of your Web site and on how it could solve my prob­lem if I would go away and (please, please) not call you. If I could use the Web site, I wouldn’t be call­ing. This guar­an­tees that by the time I even­tu­al­ly get through to a per­son, I will be ir­ri­tat­ed and prone to un­friend­li­ness. As the pro­por­tion of peo­ple who are Web-connected and Web-competent in­creas­es, the cost-effectiveness of this kind of go-away mes­sage is go­ing to fal­l. Please bear this in mind.
Do the Wikipedia a Favor · The won­der­ful Wikipedia project needs help. Please do­nate a bit; I did.
author · Dad · software · colophon · rights
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