http://www.nu.nl/economie/2402329/pas-wachttijd-betalen-helpdesk.html
First of all this blog assignment is based on a Dutch news article as it is a Dutch issue. However, it is one issue which causes some real irritation in society. Being put on hold by the customer service of a company for a very very long time and having to pay for it.
The article states a proposal made by the D66, PvdA and the CDA. These political parties want that companies can only charge customers on the phone after they are connected to the helpdesk. In the current situation, a customer goes through a lot of menus and then hears a most of the time a boring tune before there are even helped. Meanwhile of course the customer is charged for waiting and listening to the tune. Also within this proposal the parties mentioned that companies include additional information in their contracts about the quality of the helpdesks and the waiting times.
The reason I picked out this specific article is that I am aware of this issue for a long period of time and was surprised that even until now there was not a solution to this high charges problem. The article itself includes several quotes and opinions from members of the included political parties. Even though the article is also a bit small, there is still a structure visible with a introduction, body and a short conclusion. However, despite I think that this is a big issue, it is not relevant to me. I believe that the usage of helpdesks by phone are not used that much by the younger generation but are used by the older people. The younger people tend to use the internet instead of calling some helpdesk operated often by other young people. Nowadays, more and more people use the internet including the old generation. Companies can make advantage of this by creating chat based helpdesks which are for free.
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