Knowledge Is The Key

I contacted the customer service of one of our utility service regarding a unit we have that is not working or functioning properly. After several hours of interaction with the customer service, the issue was never resolved and told me that he burned out all the possible options and resources available to for him to solve the issue. So he assumed that the unit is the problem and need to be replaced, instead of the connections or settings. We finished our interaction without the issue being solved.

Few hours later, I decided to contact the customer service, this time its another person on the other end of the line. The new customer service representative handling my concerns of their service was definitely more knowledgable. She managed to go through all the mace of the issues, and found a solution in few minutes and was able to let the unit function properly.

Same unit, same service, different customer service representative, one dont know what to do, the other one was able to solve the problem of their service with a breeze. Its amazing what knowledge can do. One knew their service in and out, the other one still need to familiarize more with their system and be able to solve issues that come up with their services and help their customers more effeciently and quickly.