Quote:
Originally Posted by markovts
I can appreciate they work to a script, but when thats all they can rely on and have no other technical knowledge/know how/experience on actually using the service, it's pointless asking them to help because you end up being the one explaining to them how the service works.
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In my 4 years working as technical support for Telewest then Virgin Media, I have
NEVER worked to a script, nor have I ever seen a script and to be perfectly honest I resent the assumption stated as fact that we all use a script.
A lot of us actually
listen to what a customer is telling us and do our troubleshooting based on what they say.