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Originally Posted by steven_azari
So my question lies: Would you the customer rather someone that takes the time to explain to you what the situation is? or would you rather someone not tell you what the problem was and just do it and send you on your way?
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Absolutely I would prefer this!
Like many people (especially those who have a degree of techno-savvy) I've got fed up with "pre-canned" responses given out mindlessly by CSR drones who are just reading from a prepared script or "knowledge (hah!) base" that doesn't help!
Me: "OK, this is the problem, I've tried rebooting the cable box and that doesn't work"
CSR: "Can you try rebooting the cable box"?
Me: "Hello? Did you *LISTEN* to what I just said???
