Quote:
Originally Posted by DiapDealer
And while we're on the subject of drive-throughs:
"What can I get you?"
"I'll have a number three, medium, with a Coke."
"Medium or large?"
"Medium."
"And what to drink?"
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The reason for this is easily explained. I learned it while working as a support agent for Canon.
One day I got a performance review, and I got panned for 'not using available sources.' The team leader had been listening in on a call and watching the screen using a remove viewer. He noticed I didn't use any documentation or scripts.
When I told him I didn't need any documentation because I did semi-professional photography and personally owned about half the equipment that sat in the test lab, his response was that he didn't care.
The rules stated that documentation should be consulted, and certain questions should be asked (even if it was glaringly obviousl that asking said questions would be of no ***** use), so I got a big fat minus with regard to following performance guidelines and a warning to boot.
And that, dear listner, is how you slow down a help desk by at least 50%, because the computers and networks are slow, people need to 'officially' find information they already know (if you get a call about the same device three times in a row, you'll have to look up the information three times), and ask useless questions because the script says so.
It'll be the same with this guy, undoubtedly. He's following a script that states he MUST ask for the food choice, MUST ask for the size, and MUST ask what you want to drink, even if you told him everything in your first response. If he doesn't and his manager listens in, he'll get panned for not following the script.