[Itshim]

Originally Posted by Russ

I would much rather that than the synthesised version of 'service' given by off-shore outsourced companies. They are taught our manners and customers but don't *understand* them. When My father passed away and I needed to sort out his VM details not one of the Asian agents I spoke to offered condolences or gave a sympathetic tone whereas each of the UK agents I spoke to did. With the Asians the call was all "business" with the occasional compulsory "And-how-are-you-today-Mr-Russ" thrown in whilst totally ignoring the fact I'd already told them about my father's passing.

If someone gives good service and does a good job while at work then only the most petty and no-real-life-of-their-own types would try to get them in trouble for something they say outside of work and in their own time.

It is called following the script. Try calling HMR&C. Follow the script is the mantra & that is based in UK. Staff get into trouble if caught going off script