Consumer Reports has an article on how bad software and product support is getting. In the last two weeks, I’ve had to contact various organizations’ support organizations for a variety of reasons, some tech and some not.
I’ve observed the following:
Companies are making a concerted effort at self-fulfillment. I’m fine with this, provided they don’t make it ridiculously difficult to get a human when you need one. I loved the experience at PCC where I could just ask someone and they were helpful. It’s so rare these days.
When I deal with a person, I’d much rather know their full name. Some of the contacts had a signature like “Joe M.” For some reason, this rubs me the wrong way. It seems worse than no name.
I like small talk. Maybe that’s why I prefer knowing someone’s full name. (“Ah, so you’re from Sweden, I’ve been to V