Customer Serv-us and Technically Sub-par
The service industry has been in a steady decline since the introduction of “help lines”. If people only needed to hear the solutions to their problems versus having a physical person help resolve that issue with them, then the idea of needing physical contact can be challenged. But of course, this is not the case. While little attention is paid to this idea, our need for help lines and customer support increases.
The secret to navigating help lines are to only call when you absolutely have no other choice. A consumer’s best friend is and always will be another consumer. But how and where do we find those consumers? Overall, you have three major types of consumers that can aid you through an issue. There is a beginner, intermediate, and advanced level of consumer to look out for.
A consumer at the beginner level is probably the person that influenced you into purchasing whatever it is that is giving you difficulty now. They also do not have any technical knowledge that can help. While they may not sound like a great source of good information, please recognize that more than likely that person might have experienced the same issue or know someone that has.
The intermediate level consumer may or may not have technical knowledge, but has a higher purchasing power which equates to more experience with consumer issues. This experience will have aid you in figuring out what the next step should be. The intermediate consumer will also have some resources that will help as well.
The advanced level consumer is by far the best choice for information. This level of consumer is typically found on discussion forums, blogs, and other online platforms that feature the problematic product. Negotiating these websites is another issue all together, but as long as you target one of these three consumers before calling that help line, there will be a difference in your customer serv-us/ technical sub-par experience.