Quote:
Originally Posted by Katsunami
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.
<snippage>
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.
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Kats is right; I've seen this innumerable times, over the years. I saw it when I was building hotels, during the pre-opening, with new agents being trained, and I saw it when I was installing networked computer systems, ditto. Agents or servicepeople are given a script, and they dare not deviate from it. It's a way for an entity to proceduralize customer service, in an attempt to provide good customer service, but as Kats mentions, it stifles and eventually eliminates the brightest amongst them, because they can't take it.
Hitch