Cable Forum - View Single Post - NTL Indian support centres

ian@huth · 24-11-2005, 09:18

What exactly is wrong with reading from a script?

Most troubleshooting involves working through the possibilities that a given set of conditions suggest. Experience will suggest what the most common cause of a problem is and how to check for it. Working methodically through a troubleshooting script ensures that nothing is overlooked and the solution arrived at in as short a time as possible.

You see many posts which complain about the support person sticking to a script even though they have been told that the customer is an experienced user who has tried the obvious. The support person does not know what level of knowledge the customer has and usually the customer cannot convey the level of their experience and is often not as experienced as they think. I would bet that many customers who have had years of experience and think they know it all have at times overlooked the simple, obvious solution to a problem they have.

Working to a properly written and researched script is the best way to tackle any problem. Any other approach is just taking a stab in the dark.

24-11-2005, 09:18	#155
ian@huth Inactive Join Date: Jun 2003 Location: Huthwaite, Nottinghamshire Services: VM 10Mb, TU, 1xSky HD, 2xSky+ (HD,all packs, sports & movies) 2xDVD PVR's, Freesat Freeview & other Posts: 4,536	Re: NTL Indian support centres - a plea to NTL What exactly is wrong with reading from a script? Most troubleshooting involves working through the possibilities that a given set of conditions suggest. Experience will suggest what the most common cause of a problem is and how to check for it. Working methodically through a troubleshooting script ensures that nothing is overlooked and the solution arrived at in as short a time as possible. You see many posts which complain about the support person sticking to a script even though they have been told that the customer is an experienced user who has tried the obvious. The support person does not know what level of knowledge the customer has and usually the customer cannot convey the level of their experience and is often not as experienced as they think. I would bet that many customers who have had years of experience and think they know it all have at times overlooked the simple, obvious solution to a problem they have. Working to a properly written and researched script is the best way to tackle any problem. Any other approach is just taking a stab in the dark.