Quote:
Originally Posted by Hitch
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.
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I've gone around this it tech support calls. I make a point of explaining I
am a tech, and have already gone through the troubleshooting procedures they will want me to do. I
did have one agent who was apologetic, but he was required by the rules in his company to have me go through them and report what happened while he was on the line with me. I told him I understood and didn't blame him for the stupid.
I did have one tech back when I still used DSL who recognized a fellow tech, and gave me a "You didn't get this from
me, but..." URL to a site of a guy who got DSL working on his Linux system.
I was tickled.
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Dennis