Why helplines are so unhelpful?
Do you think helplines are really useful? Have you found the helpline of any service of value?
No, there is no difference between Government sector and the private sector. Both are terrible in this regard. Both are unhelpful, some people say that private companies are far worse in this regard.
I am talking about the helplines and the helpline officials. First thing first. It is sometime very difficult to connect the helpline. Thereafter, the helpline gives very complex instructions. At last, if you are fortunate enough, the helpline attending officials ask so many details, the answers of which require minute study of various documents. Thereafter, after listening to your grievances, they give such a reply which doesn't have any head or tail. If you repeat the question, they would repeat the same answer. If you insist on the proper answer, they will blame you for the mistake and finally ask you to e-mail a screenshot of the problem or similar other things. After receiving the e-mail, they will send again an irrelevant reply and if you persist, after three or four such e-mails, the problem will be sorted out.
Why don't these officials are properly trained? More importantly, why don't the company managements give complete information to the helpline officials, so that they can deal with the grievances properly?