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Originally Posted by Russ D
The best qualification in such matters IMO is experience. You can put any TSA through training but if they've had no experience then they'll be at a distinct disadvantage.
Just because they're following a script doesn't mean they understand what they're saying, or what it is they're advising me to do.
Given the choice, I'd much rather be advised by someone who has knowledge of what they're telling me to do.
Don't get me wrong - using a script isn't neccessarily bad if they do it in their own words. But when they speak in such a way that you can tell they're reading word-for-word, you've then got to ask why they aren't confident enough to "fly solo" so to speak.
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How can you tell if a TSA is experienced or not by the words they use when attempting to solve a customers problem? You could take the most experienced member of the TS team and give them a troubleshooting script. That person may decide that the best way forward is to read from the script to ensure that they do not overlook any step. If they are reading from the script then it is easier to read the written words than to translate them into their own wording. Following a script does not equate to lack of knowledge or confidence. There can be management instruction to follow the script precisely for various reasons.