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Originally Posted by Chrysalis
Barfly did it not occur to you when you communicate to india you are probably not talking to TS agents but possibly management or people in other parts of the building who are not customer facing?
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Yes i do speak to tech support agents & very rarely do i speak to mangers or people in a non customer facing role, probably 90% are customer facing of the ones i speak to, so they would be the same people you speak to...
Did not occur to you i work for the company, i deal with them every day, on this subjuct im going to have a slightly better level of understanding & knowledge, so please believe me......
---------- added 26-11-2005 at 16:30 ----------
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Originally Posted by ian@huth
There is very little, if any difference between a check list and a script. As you rightly say they are used in problem solving situations to ensure best practice is followed and nothing essential is missed. In the UK you are likely to get the individuals own wording of what is on the script but in India with English not being their first language you are more likely to get the wording exactly as in the script with slight hesitation because it is not their natural language.
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Have to disagree here, there is a very large difference between a script & a checklist, if i was told to use a script to do my Job, i would quit, as it would become too mundane & difficult to fix issues... I have a mental checklist for every type of problem i have ever come across & this is nothing like a script as even that checklist has to charge depending on the circusmtances & doesnt tell me what words to use or how to say things to customers....
A script is... " hello my name is xxxx... Can i take your account details, thankyou... what seems to be the problem blah blah" very robotic & something you have to follow rigoursly,.
A checklist or flowchart, is a list of the best fixes for certain issues, that should be used as reminded for an agent to make sure they have covered anything, nothing should ever be so rigorous that it cannot be changed or altered according to the sitaution.....