Quote:
Originally Posted by DMcCunney
They don't know any "unnecessary information".
First line phone support works from a script, and tries to make everything fit the script. They can be derailed fairly easily.
I try to make it clear when calling that I'm a tech, and get escalated to a higher level.
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Dennis
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Dennis you or perhaps your company may be atypical -- what I'm describing is what is see as standard operating procedure for most companies these days. Never go outside the lines, never offer to go beyond, never provide any information unless asked...always cover your ass...and yes at all levels from the secretary to the CEO.