Quote:
Originally Posted by sparklemotion
I know! I was surprised when he asked me to. I guess because the calls are recorded they have to be careful to follow the script?
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Yes. It's possible his team leader is listening along to do an evaluation. If he does not follow the script (assuming they use scripts), he'll be hit over the head with it, even if the script is utterly ridiculous.
I know from experience. I've worked in IT-support for some time.
And I got bad evaluations but very happy customers because I often didn't follow scripts. Consistently getting loads and loads of happy customers was my only reason not being kicked out of that support job in the first month.
In the end, tt should have told them that using scripts and hiring people who don't actually *KNOW* what they are doing brings in *LESS* happy customers than hiring *knowledgeable* people and giving them a huge leeway. This would even make support kind of fun to do, as the employee can actually often *achieve something* by doing "out of the box" stuff. But no, they're still using scripts, years after I changed jobs...
(If you wonder: no, I'm not bad at following rules or instructions. However, asking a customer "Could you please reboot your notebook, to see if it solves the problem?" when he has a crack in his screen is utterly pointless. I won't do it. It will gain you the tag "Supreme Idiot" in the first minute of the call, dashing most hopes of ever achieving a solution without the customer getting angry while running through the script.)