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Originally Posted by ian@huth
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.
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From my experience working in ntl's tech support, the ones who closely followed the script were the ones who had little or no confidence or experience. It was (and pressumably still is) ntl's policy to allow us to use our personalities in dealing with customers as it made us sound more 'human' and 'personal' so the use of reading scripts word-for-word was left for those who didn't quite understand what they were doing.
Ihear what you're saying about not wanting to leave anything out but it's still possible to do this without reading a script. They could have a list of things to try but put it their own way. This IMO sounds more professional and capable.